Arjun Mahadeva

Hi Nicole,

This occurs everyday. Due to the "reply all" duplicates issue I linked above, we regularly have to merge tickets. End-users may get confused and may assume we are closing their ticket without a resolution if we merge with public replies. The option to default the merges as private notes would help avoid human error as the original poster suggested, and of course save time. 

Thanks for your help!

I agree that this should be a configurable option, as Dan Bowman suggested.

David's suggestion is great, but most of our replies are public, yet all of our merges are private (due to the "reply all" duplicates issue - similar to https://support.zendesk.com/hc/en-us/community/posts/115007483628--Reply-All-Duplicate-Tickets).