Auto merge tickets with the same subject

danhalen

Please add a feature for tickets to be automatically merged if the subject line is identical to an existing open ticket.

This is a basic function of every other ticketing system I've used and is helpful in tracking conversations associated with the ticket.

wrongecho

Hello,

Could you please point to some systems that do this? I have never worked with a ticket system that does this. We currently do it based on the ticket number being in the message subject.

danhalen

ConnectWise Manage is one that I have the most experience with and it does this. Its been a while but I believe SpiceWorks did this too.

It would be nice to have the option to configure how tickets can be merged more granularly but even the ability to toggle "merge same subject line" or "merge same ticket #" would be an improvement.

So that for instance, if a series of automated tasks complete over night and send an email notification, they could be organized into a single ticket. Makes for less manual sorting.

I'd appreciate it anyway.

wrongecho

danhalen

Not used CW myself. Can you point me to the docs that detail how their automatic merge based on subject works? There are several pitfalls I can see, so interested how they would work around these.

johnny

There is already a merge ticket feature for this case.

This should be utilized instead of automatic.

Automatic can produce some strange results and may not behave like its intended to.