Feature request: Show descriptions for duplicate topics within standard reply thread
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 email@example.com (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!
Thank you for your Idea. Actually we do not think that this will be useful in most cases because usually you do merge of topics when you received it. And the topic do not have comments yet. That's why in most cases there is no problem.
Even if the topic has comments the merge means that this topics are the same. So, the comments discussion could be in the same thread too.
We set it to "Under review" for now.