Merging of "long" tickets fails


As a part of a SOC, we sometimes receive a lot of duplicate alerts to the freshdesk as tickets, for all kind of network events.

When the tickets contain more data than usual, merging of more than 2 tickets will fail with a 504 timeout message or the freshdesk error attached (the merge will work only for 2 tickets out of the number you chose).

This makes our work a living hell when we need to apply these merges asap.

I believe this is because the conversations are being added to the main ticket, but I couldn't find an option to disable it.

Screenshots attached.

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1 Comment

Hello Yuval,

That's so unfortunate. I have dropped you an email regarding this case and we'll connect over the email to discuss further.


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