šŸ”“ January 2024 Alert: Forum support inactive!
New forum registration are currently closed.
Use GitHub discussions
.

    UVdesk

    • Login
    • Search
    • Recent

    Solved Ticket Merge

    Comments & Feedback
    4
    7
    1341
    Loading More Posts
    • Oldest to Newest
    • Newest to Oldest
    • Most Votes
    Reply
    • Reply as topic
    Log in to reply
    This topic has been deleted. Only users with topic management privileges can see it.
    • 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.

      1 Reply Last reply Reply Quote 0
      • 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.

        1 Reply Last reply Reply Quote 0
        • Sanjeev
          Sanjeev developer UVdesk Staff 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

          1 Reply Last reply Reply Quote 0
          • 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 .

            1 Reply Last reply Reply Quote 0
            • Sanjeev
              Sanjeev developer UVdesk Staff 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.

              1 Reply Last reply Reply Quote 0
              • 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 .

                1 Reply Last reply Reply Quote 0
                • peopleinside
                  peopleinside EX helping member 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.

                  šŸ’¬ You can also ask help on GitHub Discussions
                  šŸ”“ I am no more active on Uvdesk
                  šŸ”“ Forum support is inactive!

                  1 Reply Last reply Reply Quote 0
                  • First post
                    Last post