Hello everybody,
we have the case in our company, that we are a merchant for several products and have our own products, too. If our customers get in touch with us, they sometimes have questions, which can’t directly be answered from us and have to be continued to the producer. In this case, we can forward the messages from the customer to the producer, but if he answers, in most of the cases this creates a new ticket. so we have Ticket A (Customer) and Ticket B (Producer) - we need to merge them both together, so that every Agent who has to work with this issue, gets an fast overlook, what happend in the past and what are the next steps. Unfortunately, once you merge Ticket A and B and declare Ticket A as the Main Ticket, all communication from ticket B is a private note and can’t be answered.
It would be great, if it would be possible to change that either in the way, that a ticket can have more than one contact to chose from when anwering or the possibility to choose, which messages are private and which are needed to be answered further when merging tickets.
Maybe some of you can understand our issue.
I would be pleased if my question gets added as an feature request - thank you in advance.
