Merge Multiple Records
We've recently launched a ticketing application to replace our JIRA service with, and I'm having an issue of multiple records.
I currently have it set to allow our folks to email into the application, and the record gets created off of the Subject Line -> Title and the email body -> description. That part works great.
What I'm having an issue with is our seniors relying SOLELY on email. As such, the create a new record each time the send an email, and I would like to merge those into the working record.
In JIRA, there was the ability to associate individual records, or merge them outright. I am looking for similar functionality here.
As bad as it is to say, going to our C-Suite and telling them to "just use the application" is not an acceptable answer. Old dogs, new tricks and what not.
Thoughts?
Mike
I currently have it set to allow our folks to email into the application, and the record gets created off of the Subject Line -> Title and the email body -> description. That part works great.
What I'm having an issue with is our seniors relying SOLELY on email. As such, the create a new record each time the send an email, and I would like to merge those into the working record.
In JIRA, there was the ability to associate individual records, or merge them outright. I am looking for similar functionality here.
As bad as it is to say, going to our C-Suite and telling them to "just use the application" is not an acceptable answer. Old dogs, new tricks and what not.
Thoughts?
Mike
