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Merge tickets doesn't merge watchers.

Related products:Freshdesk
  • June 27, 2017
  • 4 replies
  • 23 views

I was watching a ticket. Then I got an email saying it was closed. That's all it said. I asked the agent on the ticket and he said he merged it into another ticket. Freshdesk did not make me a watcher on that other ticket. It really should have — that should have been part of the merge action.

4 replies

Hi Smith,


When you merge two tickets, only the content of the ticket will be merged and not the properties and other metrics.


Properties and other details (like watcher) will remain loyal to Primary ticket.



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Thriyambhakesh Ravi

Technical Account Manager, Freshdesk
p : +61281884692
e : thriyam@freshdesk.com




  • Author
  • Contributor
  • June 29, 2017

I suggest merging Watchers as a new feature. On by default.


Sure, Smith. I will try and have this raised as a feature enhancement request ! 



  • Author
  • Contributor
  • July 13, 2017

Thank you.