What Explore reporting options are available for merged tickets?

Question

Can I report on tickets closed by a merge into another ticket? How do I know which tickets were closed by a merge?

Answer

The action to close a ticket by a merge into another existing ticket adds the closed_by_merged tag to the closed ticket. You can report on these tickets because all existing ticket field data is frozen on the closed ticket.

After you merge and close a ticket into an existing ticket, a note is added to the existing ticket to document the merge. The only data carried over from the closed ticket to the existing ticket is Attachments and Users.

For example, ticket A merges into ticket B. The closed_by_merged tag is applied to ticket A. Ticket A closes and all existing data and ticket fields freeze.

The Users and Attachments from ticket A are added to ticket B. The agent and end user can continue the conversation in ticket B. In Explore, the reporting options and restrictions are listed below:

Explore agents can report on the ticket data of ticket A by using the closed_by_merged tag.

Explore agents can report on Attachments and Users information from the closed ticket (ticket A) added to the existing ticket (ticket B).

In the merge process, a tag is not added to the existing ticket. A tag is only added to the closed ticket. As a result, agents cannot create a report that details which existing tickets had tickets merged into them. When reporting on existing tickets (ticket B), you cannot report on the ticket IDs of the tickets closed and merged (ticket A) into the existing ticket.

Note: When reporting on existing tickets with closed tickets merged into them, you cannot report on the closed ticket data other than Attachments and Users. Create a report of closed_by_merged tickets to analyze those ticket fields.

To exclude these types of tickets (ticket A) from reports, see Explore Recipe: Excluding tickets closed by merge.