Make feature-Merging suggestions only available to certain groups

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Pan Pan

Posted Mar 06, 2025

Many of our tickets come from B2B and third-party platforms. For third party channels the risk is to merge two separate messages and reply one time only, leading to a message remaining unreplied and going over SLA affecting the channel's KPIs. For B2B the risk is that as dropshippers use the same email address to contact us about all their orders we might merge two tickets related to different orders leading to a data breach. So I hope you can develop this feature further so that it can be applied to certain groups.

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      Shawna James

      Hey there,
       
      Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!

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