We would really like to have the ability to bulk merge Tickets (although this may be helpful for Contacts and Organizations too)
We often have people who bombard us whenever they have an issue being resolved. This means that they may submit a ticket form, send our support an email (to multiple agents) and also call us making sure we got all their other messages. Yes - it is quite annoying. lol
The issue is through all this process it could have created 4-5 tickets that are the same. We would love to be able to bulk select tickets (in the table view) and have the option to merge them.
Right now we have to do so by clicking into each ticket which can be frustrating.
Here is a poor mockup of what I would like it to look like:
This is needed really badly. It is such a pain to merge tickets. YOu have to first try and locate the original ticket, like finding a needle in a haystack, and then merge starting from the original ticket only. otherwise, the new one takes over the original one. This idea would solve this. This is offered in every helpdesk such as Freshdesk, Zendesk and every other solution I am sure. The way it is described above would be perfect. My only other suggestion is to allow the user to select all tickets to be merged and choose the primary ticket. Right now my service team spends most of their day merging tickets. or even worse, not merging them and creating separate ones for each new message. sometimes there will be 10 or 15 different 3rd parties involved in a ticket and each one sending emails that create new tickets!!!
The process to merge tickets, as the possibility to multi-merge, should be way easier than the actual one.
On the picture below, a good way to do it would be for example to tick the ticket “test 2” and “test 1” and then to decide which one to keep as parent ticket
Having come off FreshDesk / Freshworks into Hubspot - the lack of ticket merging in Hubspot Service Pro is a problem. This should be a priority if Hubspot wishes to be a serious contender in service. The mockup shown above is quite good.
Yes, Merging in Bulk is absolutely needed!! My addition to the request is to allow a MERGE option to be added to the top red outlined box below so that you can select the tickets to Merge (second red outlined box below) and then select which one should be the Primary ticket.
Echo this thread
Very basic feature in a customer service platform. Right now our customers get a really bad experience as we can’t avoid (in practice) several agents answering the same customer.
Giving this a bump as we just migrated to HubSpot for our customer service ticketing. We have clients that send in tickets rapid-fire, and the need to merge multiple tickets is valuable. The current merger process is totally unusable, as you have to know the name of the other ticket to be able to merge the records. At least put a filter to only show tickets that match the record we are on.
(Instead of serving our customers.)
