Alfred Marti

Thanks Dane. We will see if macro or custom field will do the magic. As I had mentioned in my initial post, I am not looking at problem management module as its a different concept all together, though there are similarities like many repeated incidences leading to a problem.

Other ticketing tools like Remedy, Service Now have this concept of Master ticket BESIDES problem management module. I think Zendesk should consider.

Thanks Dane.

Yes, our team has already created and scheduled this report. However, what will help the most is a linkage between Master(ticket into which other tickets were merged) and the merged tickets. The criticality of the issue and the help it will provide if this enhancement is done is as follows:

1. Root cause analysis needs to be done on the master ticket. Given that we have high number of merged tickets into different master tickets, it becomes difficult to track the master ticket.

2. If we have a sort of dashboard that displays all the open master tickets, then it's easier for the agents to merge the tickets.

3. Lastly for the broader exercise of the ticket analysis, this linkage will help us greatly. True incidents vs merged tickets, RCAs by master tickets, common communication based on Master ticket than merged tickets...

Can an enhancement be done so that a parent child relationship is maintained and can be reported on for Merged tickets?

While I know that currently there is no report that lists down merged tickets and merged into. Typically, this is referred to as a master ticket and rest of the merged tickets are called as child tickets. Fact that the data is stored of both merged tickets(child) and merged into(master ticket) via tags, is it possible to either provide a report or table names or views through which one can generate the reports? I am aware that for details of the individual tickets one will need to sort of have join. I am also not referring to solution in the problem ticket where many related tickets can be associated. I am purely looking a report based merged ticket feature.