Merge Tickets
Occasionally I have a client e-mail our ticket system multiple times on the same issue which creates multiple ticket, each with there own important information.
It would be great to merge tickets together so that we can easily consolidate information rather then manually copy information and close or delete one of the tickets.
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Out of a Jam Solutions - Logan commented
Thank you! This feature works great and is exactly what I was hoping for!
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Matthew commented
Is this on the roadmap yet? How can we get it added quicker. This will save me an immeasurable amount of time.
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Out of a Jam Solutions - Logan commented
I would use this feature ALL THE TIME! We do some IT work at a couple of schools and sometimes the ticket redundancy is out of hand. RS should release a Cat-Herding module.
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Martin commented
We'd love this feature too.
I had 1 client end up opening 6 new tickets, all with new relevant information but had to manually keep checking them because if we replied via the console we would get a reply back from the same one but then if they thought of something else we'd get yet another new ticket created. -
jack.parsons commented
Or... we have a ticket opened and invite the customer to use the scheduling tool to arrange facetime with them... this creates another ticket and an appointment.
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Aaron Caveny commented
Had a need for this today. A duplicate ticket was created for a machine today by accident. Pertinent notes have been added to both tickets. Merging feels better to me than deleting tickets....
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Elizabeth commented
I could have sworn I had seen this feature somewhere. Now today when I need it, I can't find it. My reasoning is the same as Josh's... rather than responding to our ticket updates, we'll have customers send us a brand new email. Sometimes it's on a different issue and we'll just open a second ticket, but most of the time it's additional information about the first ticket. Right now, we're copy/pasting this info into the correct ticket, but it would be so much nicer to be able to merge the tickets.
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Anonymous commented
Can't believe this isn't a thing. Or maybe it is and I just can't find it. x1000000