Merging duplicate tickets is important. This will combined the full history of the original request for efficiency & better assisting of the customer.
-Customer submits the same request 2 or more times.
-Customer submits a follow up request related to the original ticket request.
Course of Action: You will merge the duplicate ticket into the original first ticket submitted
Example:
Inbound Ticket Submitted: 650464
Duplicate Inbound Ticket : 650470
Step1: Top Tool Bar -> The duplicate ticket -> Click "Merge" Option
Box populates
Step 2:
-Contact Box -> Click dropdown & select "ID"
Step 3: In the search Bar : Enter the original Ticket Number
-Original ticket now shows
- Click the Green Circle with the "+"
-And Click "Continue" (In the dark blue box)
Screen Populates:
Step 4: Now Click "Merge"
Screen Populates
Original ticket now shows duplicate ticket is merged
