• Icon: Suggestion Suggestion
    • Resolution: Unresolved
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    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

      NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.

      We often get multiple requests for the same thing. Sometimes it is because of human error and other times because of a customer replying to a notification via a different email address. 

      We MUST have the ability to be able to merge issues. This is standard in all the leading service and support desk systems. Our customers (internal) all log in via single sign on. However half the users use an alias as their primary email and this means we get duplicate issues for 50% of requests as soon as the customer replies to a question. 

      Currently we have to delete the new "duplicate" as the SLA would be inaccurate and the user would get very confused. 

          Form Name

            [JSDSERVER-4685] Merge issue feature needed

            +1

            James Pratley added a comment - +1

            +1 please implement asap. This is a core functionality

            manuel.poppe added a comment - +1 please implement asap. This is a core functionality

            Chris Till added a comment -

            Oh my gosh, I thought I was just overlooking something right in front of me - but it turns out there is no way to merge tickets?  That's like not being able to open tickets, or close tickets, or even reply to the customer... it's one of the most fundamental things you need to do with tickets.  It is a completely normal daily occurance that someone will raise a ticket for an issue that is already being worked on, or even more trivial that a fault can cause monitoring systems to detect lots of impacted services and raise multiple emails and therefore tickets - you simply merge those into the original tickets so there is a single ticket for that issue and all affected parties thereafter get the updates.

            This doesn't need "consideration", it is a core function that was accidentally overlooked and needs implementing immediately.  A disclaimer should be added to the product in the meantime apologising for the oversight and assuring a date of when it will be implemented - it's that big of an oversight.

            Chris Till added a comment - Oh my gosh, I thought I was just overlooking something right in front of me - but it turns out there is no way to merge tickets?  That's like not being able to open tickets, or close tickets, or even reply to the customer... it's one of the most fundamental things you need to do with tickets.  It is a completely normal daily occurance that someone will raise a ticket for an issue that is already being worked on, or even more trivial that a fault can cause monitoring systems to detect lots of impacted services and raise multiple emails and therefore tickets - you simply merge those into the original tickets so there is a single ticket for that issue and all affected parties thereafter get the updates. This doesn't need "consideration", it is a core function that was accidentally overlooked and needs implementing immediately.  A disclaimer should be added to the product in the meantime apologising for the oversight and assuring a date of when it will be implemented - it's that big of an oversight.

            Ben added a comment -

            Even here, you can see that linking is insufficient.  This ticket is linked to JSDCLOUD-4685, a duplicate but with a different status and a different number of votes.

            Ben added a comment - Even here, you can see that linking is insufficient.  This ticket is linked to JSDCLOUD-4685 , a duplicate but with a different status and a different number of votes.

            JamesOWood added a comment -

            I need this.  I wrote a tool to manage our tickets from email before we switched to Jira.  My tool used the conversation array of hashes from within the exchange emails to keep the conversation grouped together, so that when people replied, I could link things together still within my application and a single ticket.  So it should be doable using the email injection part of Jira, if that conversation hash is stored when a new ticket is created.  If a new email coming in has a conversation hash that matches an existing ticket, it can just be added as a comment to that existing ticket.  I believe its called the ConversationIndex

            https://learn.microsoft.com/en-us/previous-versions/exchange-server/exchange-10/ms528174(v=exchg.10)

            JamesOWood added a comment - I need this.  I wrote a tool to manage our tickets from email before we switched to Jira.  My tool used the conversation array of hashes from within the exchange emails to keep the conversation grouped together, so that when people replied, I could link things together still within my application and a single ticket.  So it should be doable using the email injection part of Jira, if that conversation hash is stored when a new ticket is created.  If a new email coming in has a conversation hash that matches an existing ticket, it can just be added as a comment to that existing ticket.  I believe its called the ConversationIndex https://learn.microsoft.com/en-us/previous-versions/exchange-server/exchange-10/ms528174(v=exchg.10 )

            +1 please implement this feature

            matthias.dieter added a comment - +1 please implement this feature

            +1

            Admin added a comment -

            +1 we need this feature!

            Admin added a comment - +1 we need this feature!

            All service desk platforms suck, certain ones just suck less. ;-(

            Volodymyr Melnyk added a comment - All service desk platforms suck, certain ones just suck less. ;-(

            Heather R added a comment -

            Regarding the previous comment about how Zendesk offers the merge ticket capability- that's true... and if Atlassian does do a ticket merge feature - you can DEFINITELY beat Zendesk by offering an UN-MERGE option!!!  Zendesk's merge is permanent.... very bad for when it's done by accident. Users complain about it all the time.

            Heather R added a comment - Regarding the previous comment about how Zendesk offers the merge ticket capability- that's true... and if Atlassian does do a ticket merge feature - you can DEFINITELY beat Zendesk by offering an UN-MERGE option!!!  Zendesk's merge is permanent.... very bad for when it's done by accident. Users complain about it all the time.

            This is not an unusual feature. All I need is for Service Desk to have the same feature that ZenDesk does. They describe theirs here: https://support.zendesk.com/hc/en-us/articles/203690916-Merging-tickets

            denniswurster added a comment - This is not an unusual feature. All I need is for Service Desk to have the same feature that ZenDesk does. They describe theirs here:  https://support.zendesk.com/hc/en-us/articles/203690916-Merging-tickets

            +1 This feature is very much needed. Thank you! 

            Katherine Manzano added a comment - +1 This feature is very much needed. Thank you! 

            owncloud added a comment -

            +1 we need this feature!

            owncloud added a comment - +1 we need this feature!

            Anonymous added a comment -

            +1 We are currently experiencing a situation where a customer in our service desk has made multiple feature requests in multiple tickets. Since our developers want to process the requests together and they are also handled together commercially, we need a merge function.

            Anonymous added a comment - +1 We are currently experiencing a situation where a customer in our service desk has made multiple feature requests in multiple tickets. Since our developers want to process the requests together and they are also handled together commercially, we need a merge function.

            Our team most often uses "merge" if multiple tickets escalate an incident to a problem.  Currently we've been linking tickets as "duplicates" to a problem and then closing the duplicate and adding users to track on the problem. It would be so much more efficient if this process could be automated. Maybe one of the linking options could be "merge" and conglomerate all tickets marked for merge together, keeping the conversation cohesive and adding reporters to the merged ticket. The current process is clunky and less than ideal.

            Melody Baughman added a comment - Our team most often uses "merge" if multiple tickets escalate an incident to a problem.  Currently we've been linking tickets as "duplicates" to a problem and then closing the duplicate and adding users to track on the problem. It would be so much more efficient if this process could be automated. Maybe one of the linking options could be "merge" and conglomerate all tickets marked for merge together, keeping the conversation cohesive and adding reporters to the merged ticket. The current process is clunky and less than ideal.

            +1 we are looking for this feature would be really useful.

            john_okeeffe added a comment - +1 we are looking for this feature would be really useful.

            +1 for this merge function.  I've never used another ticket system that did NOT have the ability to merge even several tickets into one.  It just makes sense to help clean up the SD and have much greater continuity within any issue.

            Jeremy Tanner added a comment - +1 for this merge function.  I've never used another ticket system that did NOT have the ability to merge even several tickets into one.  It just makes sense to help clean up the SD and have much greater continuity within any issue.

            This feature was requested 15 years ago.

             

            See JRASERVER-3592 and JRACLOUD-3592

            Justin Freeman added a comment - This feature was requested 15 years ago.   See  JRASERVER-3592 and  JRACLOUD-3592

              Unassigned Unassigned
              7fd0abfb5db9 Marc Turner
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                Created:
                Updated: