Process on Duplicate tickets
Purpose
To define the procedure to handle Duplicate ticket creation.
Applicable for :All channels
Effective from:27th March, 2023
Summary:
Old Process:
For any ticket assigned to the agent on Freshdesk, if the ticket is a duplicate ticket or customer came for the same issue multiple times, the agent will use Merge ticket option on Freshdesk and merge the duplicates where a private note gets added.
New Process:
For any ticket assigned to the agent on Freshdesk, if the ticket is a duplicate ticket or the customer came for the same issue multiple times.
The agent will update all other mandate properties as per the primary ticket and update a tag in the duplicate ticket as “Duplicate”.Post this agent can use the merge option in the primary ticket which will close the ticket.
Note: Agent should use Execute Scenarios to update the properties of the Freshdesk ticket.
Revision History: