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Status: Idea Submitted
CGoodwinOlsen
Submitted by on ‎Jan 6, 2022 8:02 AM

Archiving Ticket IDs when merging tickets

When merging 2 tickets, the resulting ticket gets a new ticket ID.  Previous ticket IDs are not searchable in any way post-merging, which is an issue when, for example, a customer has received one of the original IDs in a confirmation email.

 

The suggestion is to archive the original ticket IDs so that they remain on the resulting record and are searchable.  Ticket names are already archived in the activity feed when a merge occurs, and it would be great to add ticket ID to the same activity log:

 

CGoodwinOlsen_0-1641473911474.png

 

1. Role/team who would benefit from the feature: Customer Support agents handling tickets with customer issues.  2. Their goal is to be able to merge related customer tickets while still being able to navigate to the current ticket based on original ticket IDs provided to customers. 3. This would save time otherwise spent manuall searching, improve user satisfaction, and improve end customer satisfaction. 4. This feature is partially present already through the Merge activity which retains the original ticket Names on the record - idea is to also include ticket ID here.

 

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1 Reply
JDale
Member
‎Mar 2, 2023 3:33 PM

We especially run into this dealing with items that must be returned for repair/replacement. Emails come in about shipments coming and going, obviously need to be merged into the ticket. But if the ticket ID is changing all the time, and the ticket name also changes, it's very hard to track what goes with what. As a workaround we put a unique identifier in the ticket name but it's not a great solution.

 

What's supposed to happen when you merge two tickets is that properties filled in for the original ticket are retained, and only new properties get copied over. Why isn't that the case for ticket ID?