Merged ticket adds customer response as an email reply
started a topic
10 days ago
At the moment, when merging a ticket, Freshdesk adds the response as a private note. So when we respond after the merge, the email no longer includes their merged response. This means our customers will have trouble tracking the conversation since they mostly use email when communicating to us. Could the merged response actually merge the ticket and add the response like an email would and not as a note? Thanks
There are several other topics in this forum requesting this feature. I agree, the current functionality is somewhat frustrating. But so far there is no response from FreshDesk to this issue.
1 person likes this
4 days ago
That's unfortunate, but I'm glad I'm not alone in this! At the moment, that private note is very misleading and does not help with our communication. We might start looking elsewhere if FreshDesk remains this unresponsive to their customers.
4 days ago
I have the feeling it was designed to work properly, but was not developed accordingly. If there are more conversations in the secondary ticket, then these are added as conversations in the primary ticket. It is just the customer's initial reply (the one causing a duplicate ticket) that is recorded as a note.
There is also no workaround, as changing the note from private to public means that the customer is send an email with their own reply. Copying and pasting the customer's response into our own reply is possible, but very messy.
For us the most common cause is when a customer uses a different email address to respond. We can't do much about that.
We live in hope that this might get addressed one day...
4 days ago
@Laughlin @Mark, We're sorry for the not-so-good experience with the 'Merge' option in tickets. We're planning to revisit the merge experience soon and see what we can do to make the whole experience better. I'll share an update soon highlighting the different changes that we plan to make with respect to the merge option.