HelpDesk - Ability to merge tickets from summary view
The ability to merge tickets or create quick parent/child relationships from the summary view of the current view would be extremely helpful. It would save a lot of time and be easier to navigate.
This is planned to be added within the next year.
Elliot Page commented
Please provide an update on this issue. This is a workflow blocker that prevents us from using the Service Desk in any way, and is a large sore point in my organisation.
We currently have 8 different Helpdesks in the organisation and the possibility of migrating them all to the K1000 would be marvellous but we simply cannot without the ability to merge tickets.
Duncan Bennett commented
I echo the comments below - lack of ability to merge tickets is a nuisance from a simple administration perspective, and discourages correct completion of tickets when a technician knows they're going to have to comment the same thing 5 times before closing the chain. It also inflates reporting statistics, meaning I have to create convoluted rules to work around it.
4 years without update is pretty poor for such a basic option.
Chris Pala commented
660+ votes and almost 4 years since the last update.
This feature is absolutely critical - it is hard to articulate how unmanageable the ticket system becomes when users keep CCing the service desk address on an email trail that doesn't include the ticket ID.
Surely to goodness the KACE team can acknowledge how important this feature is to a functional service desk?
Shawn Preston commented
Seriously, I have been waiting for this feature for a LONG time. I have been with KACE for 4 years. I give up. I am moving to a solution that works and doesn't take customer suggestions for granted. There are good features with this solution, but it takes too long to implement basic suggestions like the one mentioned here.
Ben Brown commented
Major competing solutions have this basic feature. Get it done.
Please, Please, Please..........listen to your users! This should be considered standard functionality for a user initiated ticketing system. I used Spiceworks for years before moving to KACE 2 years ago and it did this flawlessly.
Elliot Page commented
This is a critical function and I cannot believe this has not been implemented!
Seriously?! This has been a known issue for over 3 years and still nothing added. Gentlemen when the free software market has more features than the one you are trying to sell - that is an ominous state of affairs for a business.
What's the deal? any update on this?
R Avilla commented
This is a pretty basic function in a ticket system and has been known since 2014. Hopefully this becomes a higher priority.
Marcus Oddo commented
This is the biggest annoyance with Kace ticketing. When will this be implemented?
Mark D. commented
Adding a vote too, but this is something that is still needed regardless of Parent Child. Sometimes, another user is CC'd on a request and they turn around and forward it in too with more info. If merging existed, all data would get consolidated into a single workflow.
Both functions have a place but ticket merging would save redundant actions for such occasions.
Bill B. commented
Bump... how about it Nick?
Jack Senesap commented
Any chance this will be implemented? I am really trying to convince our department to keep using Kace ticketing system.
Jack Senesap commented
I ran out of votes but agree with this. Sometimes duplicate tickets are submitted and different comments. Instead of having to create a parent child ticket for the same thing, I would rather be able to merge them quick into 1 ticket.
Please fix this issue. we are considering going back to spiceworks because such an easy feature is missing in your servicedesk.
Shane Busa commented
We get all these duplicate tickets generated by email CC replies (another issue) and can't even merge them into one ticket. Why hasn't this been implemented already? This is a BASIC service desk function.
This feature is not in the 6.4 beta release.
I agree with everyone here that this feature is a must have for helpdesk. There are free helpdesk ticketing solution (Spiceworks) that has this feature.
Kevin Fox commented
Still my number one requirement for improvement to the whole K1000 appliance. Helpdesk is the most important function for which we use it, and I see the update from the KACE team is nearly a year old. How about in 6.4 or 7.0? Any helpdesk system worth talking about has this feature. It's pretty sad that after all these years it's still "under consideration."