One of the few things I just cannot get right in FreshDesk is merging tickets. For us the most common cause is a customer replying to a ticket but using a different email address. This causes a duplicate ticket.
When this happens we have two options:
Use the original ticket as primary. In this case the customer cannot see his/her own reply. Not really customer friendly... (Yes, we could set the note as public, but then the customer receives an email with their own reply. So not usable.)
Set the new reply as primary. In this case the mail trail is a complete mess, so not really an option, as even the agent has difficulties to read the trail in the correct sequence.
I don't have the impression this was designed with a view to what customers see.
We need the replies from the secondary ticket to be added to the primary ticket as a reply and not as a note.
Could others please explain how they use the merge function, and if they are happy with the way it currently works? Are we the only ones to struggle with this?