Hi All,
I'm a big fan of the recently introduced threads in Freshdesk, enabling me to keep conversations about a ticket connected to the ticket.
However, due to the nature of our subject matter, many of the ‘external help’ we need to call in, are companies who have their own ticketing system and do not allow to coldly send in e-mail. So what happens is we post a ticket in their website, and this becomes an e-mail convo after that first step. This e-mail convo automatically turns into a ticket for us when it enters our inbox, but really it should be a thread that connects to the original ticket.
I don't want to merge these tickets, because then it will become muddled and the reply button will only reply to the original customer. But I can't turn the secondary ticket into a thread either, that's not technically possible.
So currently the ‘solution’ is to cross-link them by simply posting a comment in each ticket that links to the other ticket. But that's not great either; the comment gradually travels to the bottom of the page (when viewing newest first) and disappears from view.
Does anyone have a more elegant solution to this? Or could this ‘merge into ticket as a thread' be a feature request?
thanks for reading
Martha