Skip to main content
Closed for Voting

Merge from ticket list screen

Related products:Freshdesk
  • January 30, 2013
  • 7 replies
  • 20 views
C
Contributor

Currently you have to go into a ticket to be able to merge it with another.  It would be much more intuitive if you could simply select the two tickets you want to merge from the tickets list, and click on a Merge button at the top.

7 replies

A
Contributor

Very useful like batch action

L
Community Debut
  • lee
  • Community Debut
  • January 31, 2013

 I was really surprised that this feature was not already included. would be so much easier especially when customers decide to send all separate emails.

S
Contributor
  • sfields
  • Contributor
  • April 4, 2014

Also, the merge function gets confusing once the primary ticket is closed.  Then all the tickets relating to the same problem are closed & indistinguishable from one another - how does one ID the primary?  I think an option to hide all merged tickets EXCEPT the primary ticket OR delete the original secondary tickets completely is necessary.  That way, when one searches an issue only the primary ticket is visible and shows.  Otherwise, the merging option is useless, as it still keeps the secondary tickets separate (they show separate in the ticket views) - it just happens to also add their content to the primary ticket.  The point of merging is to consolidate everything on one issue into ONE ticket and have all that history (all those secondary tickets) in ONLY that one place & ticket.

M
Contributor
  • matthew_12159
  • Contributor
  • November 24, 2014

The merge should also keep the tickets in chronological order - it makes no sense that they would just be added to the end of a stream.

B
Contributor
  • bqgames.bn
  • Contributor
  • December 5, 2014
Agreed. At lease in some kind of order. Right now its just merged randomly. Like,
#1
Ｌ#4

Ｌ#2

Ｌ#3

 

C
Contributor
  • campbellwild
  • Author
  • Contributor
  • December 5, 2014

I agree, it's very confusing when the most recent reply is buried somewhere in the middle of the ticket.

aravind.sundararajan
Skilled Expert
Forum|alt.badge.img+12

Hello Folks,


Sorry to have left this thread in the dark for a while. With respect to merging of tickets, the options like merging tickets from the list view and re-arranging notes in the chronological order works as expected now. In case if you have any further questions/concerns, drop us a note here or write to support@freshdesk.com and we'll act on it immediately.


Cheers!

Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
Terms of UseAccessibility statement