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Merge two or more tickets
Often times more than one user will email with the same issue. Instead of tracking the issue in 2+ tickets, it would nice to merge to the tickets so responses can be sent to all submitters from one ticket.
Support Desk
IT Departmentt
Date Created
2/19/2007 10:01:18 AM
Date Updated
4/20/2010 5:11:36 AM
Not Planned
Promoted By
SUMMIT SupportEeva LeinonenRajesh Lakmanamurthy
Jeff PhillipsScott BlattMarc Woesthuis
Steve WatsonIT Departmentt
Slava Shynderov  Staff  2/21/2007 4:06:21 AM
Currently CRMdesk user can only access to self opened issues, so in case of merged issue which user will see it?

Also, supposing that both users can see this merged issue, can they also see each other updates/comments?

If one user will have additional comments or clarification how you will decide which one should receive your reply?

It seems better solution is to use "Mass Reply" ( http://www.crmdesk.com/help/4.2.5.aspx ) functionality of Support Desk, if you need to send same response to several users.
Marc Woesthuis 7/5/2007 9:11:42 PM
I understand Slava Shynderov's comment but I do not agree. It is much easier to merge and immediately go ahead with a reply, avoiding a lot of steps. Also, your reply text stays where it's supposed to be. It would be possible with Mass-Reply but when you wnat to do that correct it's much more time consuming that the Merge option. And that is, what I believe, the idea behind the Merge feature.
Tiffany 6/12/2009 6:02:29 AM
If this ever is put in place I would hope that Slava's points are addressed. It wouldn't be useful to a lot of people unless the customers information could be kept separate, and they couldn't see each other's detail.
Evgen Goncharov  Staff  4/20/2010 5:11:36 AM
we believe that questions from different customers should be handled separately even if they about the same issue
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