Ability to link/merge/split tickets
under review
a
acontreras
Linking, merging, and splitting capabilities provide the flexibility to manage customer conversations effectively, ensuring that related issues are connected, duplicate tickets are consolidated, and complex conversations are properly segmented.
Connect and link similar tickets together
, maintaining an overview when multiple tickets cover the same topic. Linked tickets help you identify related issues, such as multiple customer complaints about the same product defect, etc.Merge duplicate or related tickets
, transferring all messages and notes from the secondary tickets to the primary ticket.If a single ticket covers multiple issues or requires handling by different departments, you can
split off a specific issue into a new separate ticket.
Hiver
under review
s
steger
Hiver
Dear Hiver Team,
I am wondering whether “tickets” include Gmail emails?
Being able to split or merge Gmail threads (and perhaps even adjust the subject) would be incredibly useful for our use case (courses).
We send the same message to all course participants. When one replies, their response is added to the same thread that contains all the original acceptance emails. This makes it quite difficult to track which participants we have responded to and which we have not.
We have seen that some Gmail add-ons allow users to split threads or even change the subject line. It would be fantastic if Hiver offered a similar feature.
When we use Gmail’s split conversation feature, it opens a new email with only the messages from one person. However, this cannot be shared as a draft in Hiver, as it is not recognised as a reply to an existing email but treated as a new one.
Looking forward to seeing this request implemented. :-)
Hiver
open
Hiver
under review
D
Daniel Del Pino
I think that is possible to combine two or more mail messages using the “In-Reply-To” and “References” mail headers. But Hiver will need merge their own additional data in the same request.
t
tzoor
It is kind of the same of the ticket i opened here:https://updates.hiverhq.com/board-Y8MW/feedback/bbd4b913-bd3c-442b-a318-2c12a01ad92dThe point is to connect stuff together - to have more coherent solution for complex cases.
A
Ayoub Mellah
+1
A
Antoine Vallee
+1
M
Madeleine Motte
Agreed !
v
vincent.nguyen
Clearly mandatory!
R
Russell Rantz
Great Idea!!!
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