Currently, the ticket merging workflow within the help desk generates multiple tabs, which makes viewing the content of merged tickets and situations quite confusing, cumbersome, and difficult. One idea—which is quite standard in many other customer service systems—is that when two tickets are merged in the help desk, their timelines of actions, responses, and comments are combined into a single chronological timeline (date/time), thereby making it easier to read, interpret, and organize the data. This would save clicks and eliminate the need to switch between countless tabs for a case or support request that had to be merged more than once. Developing this feature would greatly improve the readability of support requests/calls/tickets and would make the tool significantly more valuable than it is today with this tab-based model, which causes confusion and creates extra work.
+1 from our team.
When several tickets have been merged into a single issue, switching between multiple tabs makes it harder to understand the complete history of the case and can make it easier to miss important context.
Having a single chronological timeline that combines emails, notes, comments, and other activities from all merged tickets would provide a much clearer view of the conversation. This approach is common in many support platforms and would be a significant usability improvement for teams dealing with complex or long-running cases.
A unified timeline would reduce unnecessary clicks and make merged tickets easier to review and manage.