Freescout: Merge conversations

[guestisp]

Some customers prefere to start a new conversation for every phrases without using the existing conversation (yes, It happens,probably these customers are unable to reply to an email)

Ability to merge multiple ticket in a single one is absolutely a must. We can work on this, any suggestion on how to implement this?
In example, if multiple conversations are selected, which is the "master" conversation to use as base? The older one?

[freescout-helpdesk]

You can check how this functionality works in help scout.

[guestisp]

We don't have a working helpscout account.
Can you tell me what happens when clicking on a related conversation from the conversation detail page?
Some screenshot would be useful

[freescout-helpdesk]

https://docs.helpscout.com/article/31-merging-conversations

[guestisp]

I know that article
In that article is wrote that a popup with a confirm will open, i would like to see that

[andrewlimaza]

This would be useful, some customers bump tickets/send new emails for exact same issue and the ability to merge two conversations (and carry conversation into the merged conversation would be awesome).

I'm not too familiar with Laravel, but might look into this when I get a gap as it's definitely something needed for my business.

[SFFLAB]

Just wanted to indicate my strong support for this feature. The inability to merge is far and away the largest complaint I hear across the users we have. Further, for those users it is usually a _very_ significant pain point.

[caseyjhol]

@guestisp

[caseyjhol]

@freescout-helpdesk I'd be interested in helping build this. Is this something you see as being a core feature added into FreeScout or as a module?

[freescout-helpdesk]

This feature should be added to the core.

[foliovision]

Just found the merge feature. Seems to work with no issues, even with multiple tickets or alternative email addresses (very useful). This is fabulous work. Thank you FreeScout Team!