After having merged two help desk tickets together, the merged ticket is hidden from the agent. Following are steps required to then view the merged ticket's description:
- Click the down arrow to expand the "Duplicates" section
- Click the "Show description" link to display the description
- Repeat #2 for every merged ticket
Even then, the description is shown out of context (i.e. above the rest of the other replies).
This is a request to have any duplicates display their description *and* replies in the replies section of the main ticket, organized by timestamp. This way, if an end user happens to email firstname.lastname@example.org (thus starting a new thread), merging the new ticket with the original would present a near-identical interface to the agent (as if the end user had replied to the correct message in the first place).
It's still useful to maintain a "Duplicates" section on top, but it's usefulness to me ends with a listing of the linked titles of duplicate tickets. I would rather see description and replies of the merged ticket interleaved with the original ticket, sorted by timestamp.
Thanks for your consideration!
Customer support service by UserEcho