Pan Pan

We have enabled suggest first reply, but during testing, we found that most tickets do not have suggest first reply. Can we add a button in our edit bar? When suggest first reply does not appear, the agent can click the button to get suggest first reply. Of course, we can accept that suggest first reply is not perfect.

We found that the ticket summary is accurate. To facilitate data analysis later, we hope that when a ticket is closed, the system can automatically generate a ticket summary and save it to the system field.

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.

When merging tickets, change "Requester can see this comment" to "Requester can not see this comment"