Merging tickets
Hi,
I'm currently using the 2 week trial of tenderapp and evaluating it
for our purpose, all of our support tickets come via email and within
our company people like to CC a lot of people into them so we end up
getting 10s of individual cases/discussions/tickets when each party
replies, it would be GREAT if they could merge automatically but I
understand that Subject line is not unique identifier. Is this
possible?
Or it would be great if this could be done from the dashboard screen
rather than having to go into each ticket.
Thanks
Colette
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1 Posted by Amanda on 07 Sep, 2012 04:35 PM
Colette,
Instead of CCing, use the "Add as watcher" feature. That way, you can grant many people access to view/reply to the discussion, but it will only be one thread.
2 Posted by colette on 10 Sep, 2012 08:30 AM
But the initial query is sent in via email with those people already
CC'd into the email which they then reply to.
All the correspondence comes through email like this, ideally we won't
want those posting issues to know we're even using a ticketing system
as they won't want to change their work flow.
It would be great if there was a way to merge tickets from the
dashboard screen or it would be even better if there was a way to
switch on a facility where the tickets auto merge.
Colette
3 Posted by Amanda on 10 Sep, 2012 09:12 PM
Colette,
We don't support CCing in the way that you want. Messages from email default to private, so all responses will create a new discussion. You can mark those discussions as public so that responses will be threaded together. Also, you should be getting prompted if you want to manually merge those discussions. Is that not what you are seeing when these discussions come in?
4 Posted by colette on 11 Sep, 2012 08:35 AM
Okay, unfortunately it wouldn't be possible for the discussions to be set as public.
I do see the option to merge within the discussion but if you have a look at the screenshot I've attached to this post then you'll see we get many replies which would be very tiresome to merge individually.
5 Posted by colette on 11 Sep, 2012 01:28 PM
Why does threading work when a discussion is public but not private- I can't see why you wouldn't want to have that functionality for both types of discussion?
6 Posted by colette on 11 Sep, 2012 02:04 PM
I've noticed that threading works on private discussions when those participating are supportdesk/tenderapp users - it just doesn't work for those who aren't members- what's the reasoning behind this?
7 Posted by Amanda on 11 Sep, 2012 05:32 PM
Collete,
The reasoning is that private discussions are only viewable by people who started the discussion or are support users. Tender does not support CCing users from an initial email to add them as watchers. From the system's perspective, the users that are CCed in that initial email do not have privileges to view that discussion.
Another option that might theoretically work for you, if these messages are all from the same group of people, is to add them all to a "company" within Tender. In Tender, "Companies" essentially allow you to set up a group of users who have access to each others' private conversations.
Amanda closed this discussion on 18 Sep, 2012 07:22 PM.