It is very important for us to be able combine ticket branches in UseDesk. For example, there is a customer who has three parcels. For each package, he writes several messages a day at some interval. In fact, this is one client, and we have him in three different tickets, and we correspond with him in each. It all looks chaotic. We hit "merge" and three tickets are merged into one — it only takes a couple of seconds. As a result, we immediately see the client's entire path, everything is transparent and hierarchical.
This solves several problems at once:
- helps to structure communication with the client,
- an employee does not need to process, tag and close three tickets,
- unnecessary tickets do not get into the analytics –things become more accurate and transparent, and this is very important for business decisions.
In this single ticket, you can leave some additional comments for yourself and view the necessary information about any client's package at any time. You do not need to remember which correspondence you discussed something in.