Nowadays, ticket Merging allows merging an older ticket into a newer ticket.
At simple sight, it would not cause any inconveniences. But if you use Analytics or have any dashboard related to response and resolution times, it will affect those metrics.
How? Let´s suppose we have ticket A created on June 4th, which was responded on June 5th.
Later, another ticket B is created in June 10th, related to ticket A.
So the agent merges both of them. But selects ticket B as primary ticket. That would mean that all interactions from ticket A are merged into ticket B.
The timing results show up as follows:
Ticket created date = June 10th
Ticket first response date = June 5th (because the response from ticket A was imported).
As the first response time is First response date - created date, this leads to the final first response time being a negative number, which affects all metrics resulting in misleading numbers.
Here I have a clear example:
When I export the ticket details to calculate the first response time, the final result was = -30 hours.
I suggest to have a restriction at merging, like only allow newer tickets into older tickets or something of that sort to avoid this.
