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Merging requests doesn't keep all users in the contact/email field

A good example is when we experience an outage and we receive dozens of tickets from different individuals on the same issue, we usually merge them into one parent ticket, usually the first one we received on the issue. This problem is the new parent ticket doesn’t keep the contact information of the child ticket and only the user who submitted the first ticket gets any updates. How can we merge tickets and keep all the submitters part of the replies on the new parent ticket?

Merging is not intended to establish a parent/child type relationship. It should be used when the same customer has two tickets opened about the same issue.

In your example the batch reply function should be used. You can optionally create a filter after a batch reply to group all of the requests together for future replies. Batch Response/Edit