Exclude Bundled Tickets From AI Processing
M
Marc Cadranel
Add support for recognising merged and bundled ticket relationships so child tickets can be excluded from sentiment analysis, AI processing, automated flows, QA, routing, and reporting when appropriate. The request is focused on preventing isolated negative interactions on bundled child tickets from creating misleading sentiment indicators or unnecessary escalations. The feature should also ensure Thread can properly account for parent-child ticket relationships when evaluating SLA status, technician responses, and overall ticket health. Additional clarification is requested for merged tickets where notes may be transferred into the parent ticket, to confirm how transferred communications affect sentiment scoring.