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Merged tickets and reports

Related products:Freshdesk
  • September 9, 2016
  • 7 replies
  • 70 views
T
Contributor

If ticket A is merged into ticket B, them ticket A must not be included in any report. Only ticket B should be used in reports. My understanding ( and please correct me if I am wrong ) is that now both ticket A and ticket B are included in reports.


If you do not want to make this the hardwired behaviour, I would like having an Admin option to configure it.

7 replies

A
Contributor
Good point. Reporting is quite messy with merged tickets.
G
Community Debut
  • gthomas
  • Community Debut
  • September 9, 2016

We have experienced similar results.

A
Contributor
I also think that there is a need for a report which shows merged and split tickets. It will be helpful to check if agents are correctly merging or splitting tickets. From what I understand there is no way to do this.
A
Contributor

Merged tickets should also not show up in a customer's Recent Tickets. 

T
Contributor
  • thanos.massias
  • Author
  • Contributor
  • September 12, 2016
@Adambr>I agree about Recent Tickets

A
Contributor
  • adam.feldman
  • Contributor
  • December 8, 2016

We found another issue with the merge feature -


When a customer replies to a merged ticket, the reply opens a new ticket, instead of adding that reply to the parent ticket (main ticket).


This is very problematic and confusing for agents.


Any word on fixing these outstanding issues Freshdesk?

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

Hi,


The reporting suite doesn't actually consider the merged tickets and the metrics are elusive of these tickets.


Cheers!

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