1

Have distinct "Merge" and "Close as duplicate" functions

The current function for merging tickets is not doing what I (and my co-workers) would expect it to do. Basically what it does is to close the current ticket as a duplicate. It is not doing a "merge" literally.

We would need a real merge function in order to cope with following frequent problem (here as a sample)":

Tickat A "Cannot print"

  1. Customer question: "I cannot print from your application."
  2. Support answer: "Are you sure your printer is switched on?"

A day later the customer answers, but for one reason or another his/her answer creates a new ticket, for example because the customer used a slightly different email thread name.

So now we have a ticket B "Still cannot print" with the content

  1. Customer question: "I switched the printer on but it still doesn't work.

Using the current merge function does not help here as Ticket B is not a duplicate, but a follow-up of Ticket A. I would want Ticket B to be removed and Ticket A extended by the content of Ticket B. (This is what "merging" literally means.)

If there is already a way to achieve this, please let me know.

1 reply

Thank you for your suggestion.