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Merging Tickets Becomes 1 Ticket

Related products:Freshdesk
  • February 5, 2016
  • 2 replies
  • 29 views
P
Contributor

Since moving my team to freshdesk, the biggest complaint I've gotten is that merging tickets does not actually merge tickets. To me, merging two or more tickets means that you start with two or more, and result with 1. 

Instead Freshdesk merges content of the tickets only, but keeps them as separate tickets which count toward total numbers and really throws off our reporting and organization.

I can't understand how or why it was done this way, as there is no advantage that I can see, to keeping tickets as separate entries when they have been deliberately merged, because you don't want separate tickets at all.

2 replies

aravind.sundararajan
Skilled Expert
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Hello Petez,


The reason why the original tickets still stay is that sometimes you might want to refer to the tickets using the ticket ID - say for example, the customer calls in and checks on the status of the ticket. Also, except for the fact that the ticket is still retained in the helpdesk, it doesn't make any impact on the reporting data as merged tickets are excluded from the reporting data calculation.


Cheers!

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P
Contributor
  • petez
  • Author
  • Contributor
  • June 18, 2018

You're fundamentally approaching it wrong. The entire purpose of merging tickets is to not have separate tickets. If we wanted two separate tickets, we not be merging them. I've never spoken to anyone who thought differently. I've never used another ticket management system that thought differently. When we see two tickets and say, "We really don't need both of these, let's merge them" that means merge the contents into 1 ticket. One.


If you insist on keeping it this way, you shouldn't call it merge. Because that is not what merging is.


And, your assertion that it "doesn't affect reporting" is entirely wrong. There are many different types of reporting, beyond running the simplistic reports you include in the product, which themselves are not adequate for our needs. These "merged" tickets appear as individual tickets in every other respect, which does throw off numbers regularly. We don't even bother doing it as it is so poorly implemented. We've resorted to deleting the ticket with the least valuable information, as it is better than your definition of merge.

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