We merge quiet a few tickets in our system today.
When exporting the tickets to run reports, I have noticed that the merged tickets are included. This causes alot of manual work to remove the merged tickets from the export/report we are building.
It would be nice to have an option when exporting (like a check-box) to exclude the merged tickets and only include the main ticket.
I would agree with this feature and have a question--is there a way to see in the export if a ticket is merged? We can't find it. If not, how are you removing those manually? Are you going through the Freshdesk UI and then deleting them out of the export?
It would be enough for me if the Observer had a "ticket is merged" event to act upon.
With this we could easily set the ticket type to "merged" in order to filter it out later.
Hi All,
I am facing the same problem in the export option.
All the tickets are displaying and it is hard to identify and exclude the merged tickets from the complete excel sheet.
+3Hello all,
By default, the merged tickets will be considered as just one ticket on the Freshdesk reports. As the ticket export is a data dump, it will include all tickets including merged tickets.
Going ahead with @Gaston's suggestion, we do have a workaround. You can setup Observer rules based on the content of the default private note that is added when two tickets are merged. The rule can add a basic tag that you can use to differentiate on the export and quickly delete.
Here's a sample rule -
Cheers!
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