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Replies posted by TGabs

2 Replies

T
Top Contributor
TGabsTop Contributor
asked in Portals, Emails & Other Channels

Issues with How the merge ticket process works and what Client vs Agent can see

HI @BrynCYDEF  Yes this does work (manually changing it), but you are correct it will also notify the customer of the merge done. You need to choose both tickets as well to do this on. Bit painful but workable (for the number of merge tickets we do). I also asked the Freshdesk development team to consider allowing us to have a global setting where we could set the default to be visible for the customer when merging, rather than the current setting of making it private. I believe its on the list (but not high priority).  thanks for the followup 

3
T
Top Contributor
2 years ago
T
Top Contributor
TGabsTop Contributor
asked in Analytics, Reports & Dashboards

Can you get a group total in analytics?

thanks, that helped me get the result I was looking for cheers 

3
Keer
Community Debut
2 years ago

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