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Merge Tickets Actually Merges Tickets

Related products:Freshdesk
  • October 13, 2017
  • 3 replies
  • 35 views
P
Contributor

In the years since we moved over to Freshdesk, this hasn't become any less of any issue for us.


When merging 2 or more tickets, it is of no value to us for multiple tickets to still exist. The reason we merge tickets at all is so that only 1 ticket remains with all relevant data. It messes up our ticket numbers to have more than 1 ticket assigned to an agent, so we had to create a fake agent just to assign those left over merged tickets to.


This is really inconvenient, and honestly, I can't think of a single reason why we or anyone would want it to work the way it currently does.

3 replies

aravind.sundararajan
Skilled Expert
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Hello Pete,


Even though the other ticket exists, it wouldn't be considered in any of the reporting available in FreshDesk. The reporting section , by default, excludes merged and spam/deleted tickets from metric calculations.Would like to understand more on how your reporting requirements are achieved. Please let me know.


Cheers!

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P
Contributor
  • petez
  • Author
  • Contributor
  • October 17, 2017

Thanks for the reply. On the one hand, there is a general desire by the helpdesk team to have merged tickets simply not appear in the list. It creates a sense of disorganization on the dashboard. Then there is also the reporting, which I generally find to be inconsistent with numbers I generate manually. 


What I mean is, if I use the Reports feature to look at numbers of tickets in a time span by agent. If I instead use the Filters to collect those numbers manually, they are never completely consistent with the Reports. Since I don't know how or why the Reports show different figures, I can't use or rely on them. I can only rely on my manual collection. So the fact that merged tickets are not counted in Reports doesn't help me, since I can't count on Reports figures regardless.

C
Contributor
  • craig_14155
  • Contributor
  • July 18, 2018

I agree with Petez. I would like all tickets that have been merged to be deleted. You say that they are just like tickets marked as deleted/spam and don't show up in reports, so how can I select (filter into a view) tickets that have been merged so I can batch delete them?


Better feature would be to have a "Ticket Merged" action that I can create rule so that I can delete the ticket automatically when it happens.


Please provide feedback on how to do either of the above.

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