helpdesk_mgmt_merge

Purpose

Enable support agents to consolidate redundant helpdesk tickets through a guided merge wizard that preserves important information.

Features

helpdesk.ticket.merge: Adds a wizard accessible from the helpdesk ticket list to select multiple tickets and start a merge with a single action.
helpdesk.ticket.merge: Lets agents create a brand-new destination ticket with aggregated descriptions, tags, attachments, followers, assigned user, helpdesk team, partner data, category, and priority inherited from the sources.
helpdesk.ticket.merge: Allows merging directly into an existing ticket, appending the combined descriptions and setting the desired responsible user.
helpdesk.ticket: Automatically relinks attachments, tags, portal participants, chatter messages, and scheduled activities from merged tickets to the destination record before archiving the redundant tickets.
mail.thread: Posts chatter comments on both source and destination tickets to document the merge direction and the ticket numbers involved.