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Ticket merging

Related products:Freshdesk
  • March 25, 2011
  • 10 replies
  • 25 views
D
Apprentice

With the ability to submit tickets via e-mail, many clients have the tendency to open multiple requests on the same topic. Things can get confusing rather quickly and I’d love to see the ability to merge multiple tickets via the web interface.

10 replies

G
Contributor
  • girish
  • Contributor
  • March 26, 2011

Merging of tickets and splitting conversations as separate tickets will be available in some time. I acknowledge that this is a pretty useful feature for agents.

D
Apprentice
  • dustin
  • Apprentice
  • June 13, 2011

Yes, this is a pretty important feature.

H
Contributor
  • hmorneau
  • Contributor
  • September 7, 2012
Is it possible to add a merge button, so we would simply have to select the ticket that we want to merge (with the check box) then click on merge.
D
Community Debut
  • dave_10336
  • Community Debut
  • September 27, 2012
Merging is good but i think it needs to be taken one step further and allow you to view the other tickets body, status etc and change those statuses if the issue is resolved(similar to desk.com)
J
Contributor

Hi Freshdesk,
I'd like to dispute the status of this feature as "Implemented".  All you've done is provide a "Merge" command which creates a hyperlink between tickets and closes the merged child ticket, but there is no merging as such. "Merged" tickets still have a life of their own, conversations are not always copied over in full and when they are it is near-impossible to make sense of the chronology, which is all over the place.  Admittedly this is better than nothing but you can't call that "Merging".
Please see:
https://support.freshdesk.com/support/discussions/topics/75501

Thanks

A
Community Debut
  • ann.mckinney
  • Community Debut
  • February 9, 2017

I totally agree & would like to see all merged emails in chronological order. It's a mess as is now!

aravind.sundararajan
Skilled Expert
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Folks,


We've made several enhancements with respect to how the tickets are merged and the current behaviour is that , all notes and replies get arranged in a chronological order in the primary ticket followed by the note that indicates the ticket(s) that have been merged onto the current ticket.


By default, it is expected to have the oldest ticket as the primary ticket and also, the note indicating the merge action is listed at the bottom as it would make it easier for the agents to follow the actual conversation happening on the ticket.


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.
F
Contributor

I second that!

J
Contributor
Hi Aravind,

Thanks for this enhancement, which makes a massive difference to ticket merging.  Merging is now a usable feature for our organisation, which it wasn't before.  However, I'd like to report a significant bug in this implementation which is that all replies get arranged in a chronological order in the primary ticket EXCEPT from the merged ticket itself, which is ordered by time of merging.  The time of merging is irrelevant to the conversation and the merged ticket should really be ordered by its time of creation, otherwise it appears after the replies to it!

Should I report this as a support issue separately or are you happy to take this to your technical team?

Many thanks
Julien
F
Contributor

I second that!

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