Merging tickets helps agents to have a clear overview of active requests in the iTop back end.
This extension allows the agent to select at least two tickets. The case logs, callers and other related info (for instance linked contacts, functional CIs, attachments, …) can be merged into the target ticket.
This feature also comes with triggers, so users can be notified that their questions have been put into one single ticket and they should use the target ticket’s reference.
Use cases:
- Users sending follow-up information (without ticket reference), resulting in multiple tickets (especially when tickets are created from e-mails)
- Other recipients replying to an e-mail (without ticket reference) which was initially sent to the service desk and other recipients
- …
Demo video: