When merging a ticket, that belongs to company A, why does Freshdesk allow the ticket to merged with Company B?

Welcome to Freshdworks community  

Currently, you will be able to merge tickets with one another unless you are using Advanced Ticket on either of the tickets. This provides a wider scope to the agents working on tickets. However, I do understand the point you are marking.

We currently have moved the Ideas as a separate category in our Community. Access the Ideas forum and navigate to the section you want to submit an idea and suggest developments and also dive deep into the intellections of our Freshdesk community.

Cheers!

We ran into the same issue. Is it possible to add a rule that if agent tries to merge a ticket between two companies and the domains of the email are different, a pop up will come up and say, are you sure you want to merge this ticket from company A and B? This will allow a rethinking and not mistakenly merge two tickets which can cause volition in information sharing.

Hi @TonyDIPI,

Greetings!

We acknowledge your concern, but this option is not currently available. When selecting to merge a ticket, you will have the option to choose the primary and secondary and proceed with the merge. However, this can be taken as feedback for our future roadmap -https://community.freshworks.com/ideas

We would consider the ideas posted based on the votes that come up for our future route plan.

Cheers,
Sneha.

Freshdesk allows ticket merging across companies because it focuses on matching ticket details rather than company affiliation. Similarly, just as Null's Brawl app download offers flexible modifications and features without strict limitations, Freshdesk provides flexibility in ticket management, though it might result in unintended merges between different companies.

Why does Freshdesk allow merging a ticket belonging to Company A with a ticket from Company B? Is there a way to restrict ticket merges to ensure they only occur within the same company for better organization? Click here to learn more

Freshdesk allows tickets from different companies to be merged due to its design, which focuses on ease of use but doesn't always prevent errors in merging. The platform doesn't display the company name in the merge pop-up, which can lead to confusion when merging tickets from different companies. To avoid these mistakes, Freshdesk could implement a restriction or prompt alerting users when the companies differ, or better utilize the white space to show relevant information such as the company name. Adding an extra verification step before merging could also help prevent this issue.

Totally agree!Freshdesk should have a verification step before merging tickets into a different company. Adding company names and using that empty space for more details would make a big difference! Just like organizing flavors, clarity in ticket management matters!

Freshdesk allows ticket merging for flexibility, but without a clear prompt for company names, it can lead to errors. Adding a restriction to merge tickets within the same company or a warning prompt like, "The ticket you are merging into does not match the original company name," would help avoid mistakes. More verification during the merge process would ensure tickets are properly handled, while enjoying a refreshing drink from the Wawa drinks menu.

Freshdesk should add a prompt or restriction to prevent accidental cross-company merges. Since merges are irreversible, more verification is needed. Right now, the process lacks key details, making it easier to mix up tickets like a messy sandwich.

This is a valid concern. Freshdesk should have an option to restrict ticket merging within the same company or at least a confirmation prompt highlighting the company names before merging. Since merges cannot be undone, additional verification would prevent errors and improve accuracy. Just like ensuring tickets go to the right company, buying or selling property requires careful attention to detail. I make sure every transaction is smooth and secure. Buying property with Ilford.