Merge as private

An option, when merging, to merge the ticket as a private note.

Or an option to change a public note to a private note before/after merging.

An example would be:

1. Start a conversation on existing ticket with a third party, using the third party conversation option.

2. Receive an email reply from the third party pertaining to existing ticket, but as the third party use their own internal ticketing system, subject line changes and it generates a new ticket in Gorelo.

3. Merge the new ticket in to the existing ticket to track the third party conversation.

Current:

Merged ticket gets added to existing ticket as a public comment, any reply to the customer from then on also includes the email to/from the third party in the chain of comments.

Suggested:

When merging a ticket;

An option appears to select which comments to be public/private/third party

OR

An option to merge all comments as public/private/third party

OR

An option post-merge to change the merged comments from public to private/third party

Optional:
The ability to ‘parent' and ‘child’ tickets - this way the third party ticket can remain separate but be a ‘child’ to the ongoing ticket with the customer.