The only reason for why HubSpot product team has rejected this request that I see, is becasue HubSpot is pretty new in the field of Service Management. And if they have a lot of experience in Customer Relationship Management, the same might not be true for their experience in ITSM.
Bulk Merge action: what is it and why it is important (in the field of ITSM)?
The Bulk Merge is the action of adding several tickets as Child Tickets to one Parent Ticket. By doing so, you can now have one Problem Ticket, for example, that contains all the separete tickets that arrived from different sources for the same problem. Consider, alariming system that since the occurence of an issue has detected 100 - 600 different transactions that are failing and turns them into separete tickets. If it takes the average of 1 minute to update one ticket it will take 10 hours for a person to update those 600 tickets. On the countraty, the ITSM platform that supports for Bulk Merge or (Bulk Update*) will give you the option to filter by Ticket Name, tick all the 6 pages (x100) of Tickets and Bulk Merge the 600 Children under single Parent Ticket. The operation will take no more then 5 - 15 minutes (assuming) for one person to complete.
15 minutes against 10 hours?!
*Bulk Update is the more general case. While normally the merge will imply that as a result of the actioin the Child Ticket ends up closed, with the Bull Update we can simply add a singular message to our 600 tickets from the example and leave them as they are. The Closure is optional but supported.
That’s if we are generally speaking. At the moment, we see several actions that can be applied to multiple tickets. Available under the Edit menu:
Unfortunatelly, we cannot add to a Parent Ticket or Merge.
If someone knows how to “workaround” this, please sahre, can save us enormous amount of hours spend on routine work. I am not sure that the third party is solution, just because giving access to another company to internal coms is nothing I will vote for.
HubSpot, please let me know if there is a way that we request the change officially, so I can forward this to my mangers.
With best regards!