Hello,
if you merge tickets with the same inquiry in Helpdesk, I am faced with two issues.
First is I cannot see the whole conversation arranged in a chronology. All the tickets are still seperated tickets where I have to switch between them. (By the way, in the ticket view, everything is in a chronoloy.)
I mean, the sense of merging tickets is to reduce the ammount of different tickets to the same issue a customer is confrontated with. Sometimes they use the ticketsystem, sometimes they use a chat oder a phone call. Everything creates its own ticket. So it is necessary to give it a chronological order so it does not matter on what conversation the customer is reacting. It is just importatnt to understand the order/sequence of his or our answers.
So the current situation is, that you can switch between the different conversations. That means every conversation has the same value in the handling of the issue, regardless when (on what date/time) we received an information. In the technical support it is motly important to see what happened last, what the customer tried at last as troubleshooting oder the answer to questions too narrow the reason für an issue.
So this makes it harder to follow the steps of our effort to help the customers with their issues.
In my example i have merged 4 tickets to the same issue. If you look closely there is no standing rule how to errange the conversations. It does not depend on the time of creating the ticket, it is like it is combined with no order. If I would also merge another (the 5th tiket to that issue) all the conversations would change +1. So “conversations name (2)” becomes "conversations name (3) and so on.
The HubSpot support introduced me that the logic behind this is that it would base on the original ticket (or conversation) and the time, when the customer react to one of the conversation. That would also mean, that even the chronology (with the changing numbers) would also arrange in a different order.
From my point of view in the daily work of our customer service this would not make sense to me in our daily work.
So either there will be no parallel conversations or there should be the possibility to deactivate that conversations-system or at least the sense behind the naming of the different conversations has to be change so that “conversations name (2)” will always be “conversations name (2)”
Thanks for reading
regards
Michael