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Topics started by julien.paillard

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julien.paillardContributor
posted in Archives - Freshdesk

Ticket merging - Anything fit for purpose planned on the Freskdesk roadmap?

Hi Freskdesk, The current state of your ticket merging is functionality is nothing short of shocking on many levels:  no respect of the chronology of customer interactions, no record of merged ticket timestamps, no full merging of other key ticket properties such as recipients, default exclusion of merged replies from primary ticket thread through the use of private notes note, no filtering out of closed/merged ticket in ticket screens after merging, and the list goes on. Although user feedback on this topic is a bit fragmented, there are clearly many users reporting some level of difficulty with the way ticket merging currently  functions: https://support.freshdesk.com/support/discussions/topics/3400 https://support.freshdesk.com/support/discussions/topics/8548 https://support.freshdesk.com/support/discussions/topics/18785 https://support.freshdesk.com/support/discussions/topics/75501 https://support.freshdesk.com/support/discussions/topics/304936 https://support.freshdesk.com/sup

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