Messenger unable to write responses to Merged tickets in ConnectWise
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Robert Reid
When we merge a ticket it enters a closed state. If a client then uses messenger through a Teams Group chat to respond to the merged ticket, the response is not entered in to the parent ticket or the merged ticket. This leads to users thinking they have responded but our team has no idea that it has happened.
If the user were to email the merged ticket it would be rolled up into the parent ticket. We would really like to see this being resolved. my suggestion is either write to the parent or have the Teams group chat change to the Parent ticket
R
Robert Reid
Added Notes
Ensures all responses, regardless of which merged ticket they are sent to, are visible in the central parent ticket, improving visibility and continuity for support teams.
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Reduces duplicate ticket creation due to missed communications, saving time and minimizing rework.
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Prevents confusion among users and technicians by consolidating all related messages in one place, streamlining ticket management.