Hi Support,

  I just wanted to double-check whether a problem which I believe has been raised before has been addressed in a future release.

 

  When we have two similar requests come in from a contact we often merge them into one request.  For example, ID's 1000 and 2000.  Our system is configured to generate request ID's for new requests and automatically responds to the contact who raises it.  This is required so that the contact has details of the request they raised.

  If we deem the two requests to be similar, we may merge them.  This usualy results in ID 2000 being a conversation within ID 1000.

  After the requests have been merged, when the contact emails an update, SC+ looks for a matching request ID and automatically merges the new response in to the existing conversation.  This works fine if the contact has sent an update to ID 1000, but if they've sent an update to ID 2000 SC+ is unable to find the request and therefore raises a new request ID - confusing the contact and Support reps alike.  Finding the merged request has to be a manual search through SQL using a limited understanding of the DB structure.

 

  What I would like to see is a bit of inteligence from SC+ such that if a response to a merged request comes in it is able to determine that this request has been merged, and therefore add the response into the merged request.  In the example above, I would like to see a response to ID 2000 appear at the bottom of ID 1000's conversations.  From what I can see, it's simply a case of altering your Select SQL to return the merged (parent) request ID from WorkOrder_Threaded and using this as the ID to merge the incoming response to.

 

Thanks in advance,

  Andy