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    Solved Ticket Merge

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    • E
      ercanyuzuk last edited by

      If a customer has opened two different records on the same subject, these two records should be combined and followed in a single ticket.

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      • bansalvaish
        bansalvaish UVdesk Staff last edited by

        @ercanyuzuk your query doesn't clear, please make use of screenshot while describing about your query so that we can check it our end.

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        • Sanjeev
          Sanjeev developer UVdesk Staff mod last edited by

          @ercanyuzuk

          It is also possible that subject of tickets are same but message is different so it is quite risky to decline or other ticket.

          You can try customer previous ticket app.
          Here you can see all ticket of customer in one place.

          https://store.webkul.com/customer-previous-tickets-uvdesk-open-source.html

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          • E
            ercanyuzuk last edited by

            hi @Sanjeev . the portal can not merge tickets automatically . Agents are able to do that . ;Therefore , it will not not be risky.
            For example , customer sent a mail and ticket generated . Agent replied and follow the ticket. Customer sent a new mail with the same problem but subject is different . in this case, new tickets generated with different id . So, customer has one problem but , there are two tickets in the system . in this case, agent can merge these two tickets.
            customer previous tickets is ok, but not solve the issue .
            before we used the manage engine support service software , we were able to do that .

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            • Sanjeev
              Sanjeev developer UVdesk Staff mod last edited by

              @ercanyuzuk

              Currently here is no such feature like agent can merge two ticket but we will check if we can do the same in our system in future.

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              • E
                ercanyuzuk last edited by

                @Sanjeev yes, you can not that as a feature reguest .
                The most important deficiency I see right now is the inability to define SLA.
                If the agent does not respond to ticket within the specified time, system can inform the supervisior or admin .

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                • peopleinside
                  peopleinside mod admin community specialist last edited by

                  Hi, this feature is not yet available but now you can follow an existent request on GitHub:
                  https://github.com/uvdesk/community-skeleton/issues/400

                  UVdesk is improving so I belive this may be implemented in not too far future.
                  For now still have no ETA but I feel positive.

                  UVdesk passionate | Community moderator | External consultant

                  If you need help with the community you can visit https://helpdesk.peopleinside.it/it/blog/uv
                  You can always get in touch also with the UVdesk team
                  https://support.uvdesk.com/en/

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