Merging 2 tickets

Merging 2 tickets

Hi

I understand how to merge 2 tickets already but find the process quite cumbersome. It is not always simple to perform a search that causes the 2 tickets in question to show up on the Ticket Screen, and this is the only place a merge can be performed. Doing a search for the customer or contact linked to the ticket displays all of their tickets which could be hundreds to sort through, you could do a custom search that only shows open tickets but doing that every time is also time consuming.

Not sure if I am the only one that thinks it is time consuming. What I think would be great is if the merge could be done on the Account/Contact screen. I think most times a ticket is being merged it is for the same contact and/or same account. Once you click on the customer or contact you can see a list of tickets presented, it by default only shows the open ones however on this screen you cannot hover over the ticket icon and merge them. 

Another method that makes sense for me is while you have 1 of the tickets in question open if something like a "merge with" button was available, clicking that would present you with a screen where you could view open tickets on that contact/account or it could let you enter the #ticketid and go through a merge process via that, this is how other systems have done it. 

Look forward to hearing responses.

Sam


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