Simple Ticket Merging
Currently in order to merge tickets you have to know the ticket number you wish to merge the selected tickets into. It would be very convenient to be able to select all the tickets you wish to merge together and when selecting merge, be given the option to merge all ticket selected into the oldest created ticket of the selected. Otherwise still be given the option to also put in the ticket number to merge into as it currently is setup to do.
Also would be nice to have it Auto-suggest merging of tickets when there is a ticket with a similar name from the same customer open but assigned to another technician. This would prevent multiple agents working on the same ticket without knowing.
Jonathan Gauthier
shared this idea
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Jonathon Vitani
commented
I agree. In order to merge now, you have to select all but one, remember the ticket number of the one unselected, and merge all the others into the one. It should at least allow you to merge tickets into one in the selected group as an option. I would think that would be easy to implement.
The way it works currently encourages not merging tickets.
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Oscar Chen
commented
The current ticket merging process is unintuitive.
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Ian Watson
commented
these merge issues need looking at.. it's very clunky