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Merged ticket adds customer response as an email reply

Related products:Freshdesk
  • February 8, 2019
  • 7 replies
  • 47 views
V
Apprentice

At the moment, when merging a ticket, Freshdesk adds the response as a private note. So when we respond after the merge, the email no longer includes their merged response. This means our customers will have trouble tracking the conversation since they mostly use email when communicating to us. Could the merged response actually merge the ticket and add the response like an email would and not as a note? Thanks

7 replies

O
Contributor
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There are several other topics in this forum requesting this feature. I agree, the current functionality is somewhat frustrating. But so far there is no response from FreshDesk to this issue. 

V
Apprentice
  • vlaughlin
  • Author
  • Apprentice
  • February 13, 2019

That's unfortunate, but I'm glad I'm not alone in this! At the moment, that private note is very misleading and does not help with our communication. We might start looking elsewhere if FreshDesk remains this unresponsive to their customers.

    O
    Contributor
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    I have the feeling it was designed to work properly, but was not developed accordingly. If there are more conversations in the secondary ticket, then these are added as conversations in the primary ticket. It is just the customer's initial reply (the one causing a duplicate ticket) that is recorded as a note.

    There is also no workaround, as changing the note from private to public means that the customer is send an email with their own reply. Copying and pasting the customer's response into our own reply is possible, but very messy.


    For us the most common cause is when a customer uses a different email address to respond. We can't do much about that.

    We live in hope that this might get addressed one day...


    aravind.sundararajan
    Skilled Expert
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    @Laughlin @Mark We're sorry for the not-so-good experience with the 'Merge' option in tickets. We're planning to revisit the merge experience soon and see what we can do to make the whole experience better. I'll share an update soon highlighting the different changes that we plan to make with respect to the merge option.


    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.
    D
    Contributor

    @Aravind Sundararajan,

    Any news so far?

    hemanth.ramya
    Community Manager
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    • hemanth.ramyaCommunity Manager
    • Community Manager
    • April 20, 2020

    Hello Folks!


    As @Markmentioned, conversations of a secondary ticket would get added as conversations in the primary ticket as well. For making the initial description of the secondary ticket public in the primary ticket, you would be able to achieve this by changing the note visibility to "Visible to contact" post clicking the 'Edit' icon adjacent to the primary ticket.


    This is similar for secondary tickets as well, private note can be added as public note. Refer to the screenshots below for reference:





    Hope this helps. Cheers! :)

    Ramya, Freshworks Community || Learn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our Freshdesk community. Fresh ideas, quality service :)
    gdayjay
    Community Debut
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    • gdayjay
    • Community Debut
    • March 7, 2022

    @Laughlin @Mark We're sorry for the not-so-good experience with the 'Merge' option in tickets. We're planning to revisit the merge experience soon and see what we can do to make the whole experience better. I'll share an update soon highlighting the different changes that we plan to make with respect to the merge option.

     

    Cheers!

    @aravind.sundararajan 3 years on… any update ? 

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