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/support/discussions/topics/305276

https://support.freshdesk.com/support/discussions/topics/307693

https://support.freshdesk.com/support/discussions/topics/311234

https://support.freshdesk.com/support/discussions/topics/311747

https://support.freshdesk.com/support/discussions/topics/313307

https://support.freshdesk.com/support/discussions/topics/313627

https://support.freshdesk.com/support/discussions/topics/313893


Many of these request are several years old.  Do Freskdesk have any plan to do anything about this fairly basic requirement for a ticketing system?

Thanks in advance for the update,
Julien Paillard


1 Comment

Hello Julien,


Thanks for explaining your concern in detail. 


We had your recent tickets checked and we could see that your request has been handled in the ticket https://support.freshdesk.com/helpdesk/tickets/1154664. We are having this checked with the Product Management team over here and we'd get back to you with an update on this once we hear a word from them regarding the feasibility of your request.


Regards,
Vishal



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