Jitbit Helpdesk - Change behavior on Convert to reply in another ticket : Ideas forum

Considering Suggested 1/13/2023 by Eric Seelye

2

votes

Change behavior on Convert to reply in another ticket

Originally requested in December 2018, but it is still not implemented.

Background

When using the "Convert to reply in another ticket..." option, the destination ticket updates perfectly but the source (aka rogue) ticket that we convert to a reply is left in a confusing state.

Present functionality

Let's say we have ticket 1000 and a user forwards a meeting invitation intended for ticket 1000 but because the users just forwarded a generic email, Jitbit simply (and correctly) creates a new ticket 1001. So a technician converts 1001 to a reply on 1000 and now ticket 1000 has all relevant information for all subscribers. The problem is that JitBit completely hides 1001 and doesn't show what happened to ticket 1001. From a technician view it was deleted without reason. From a user perspective it's just gone. If the user later replies to an email related to ticket 1001 (they did get a new ticket notification after all) that reply will create yet another new ticket (aka 1002). Also if the user browses to ticket 1001, they don't get redirected to ticket 1000 and instead are left with the impression a technician deleted their ticket.

Desired functionality.

Let's first examine the Merge Tickets option.

For those that have never merged tickets, let's say we have ticket 2000 and 2001. 2001 is a duplicate and we want to merge it into 2000. Once we merge, Ticket 2001 has some beneficial functionality added to it. Anyone that emails replies to 2001 will see those replies automatically added to ticket 2000 by the JitBit application. Also if anyone browses to ticket 2001 they will be silently redirected to 2000. It's beautiful.

We would like this redirection logic added to the "converted to replies in another ticket..." option. This way, in our first example, anyone trying to interact with ticket 1001 will have their email replies and browser silently redirect them to 1000. This will streamline communications, avoid the extra work we are faced with an eliminate customer confusion.

convert duplicate merge move reply create