I cannot stress enough how important it is to be able to merge tickets, especially when using ticket sharing! If you are on the receiving end of a sharing agreement, and there are multiple tickets related to the same issue, your options are to either receive a bunch of duplicate tickets, or to only receive one ticket and not get the whole picture.
I can understand the technical limitations of not merging two tickets which are already shared, as they would also need to be merged on the sharing recipient's side, but what is stopping us from merging an unshared ticket to an already shared ticket?
In my company's case, we may get a second or third follow-up call/text/email from a client, and we already have one ticket that has been escalated and shared. These follow-up tickets have not been shared yet, but we would want to merge them with the ticket that has already been shared.
Please review the limitations of ticket sharing and make some improvements. I've seen a number of other posts relating to ticket sharing improvements that are needed, and this is just another one to add to the list.
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