Merging Tickets

Understanding how to combine tickets is crucial for preventing confusion on the parts of customers and agents. This is done in order to maintain a continuous conversation with our clients. 

NOTE: ALWAYS CHECK THE INTERACTIONS BEFORE SUBMITTING A TICKET 

Example:

HERE ARE THE STEPS ON HOW TO MERGE TICKETS: 

1. Open the old ticket and copy the ticket number. 

NOTE: It must be from a new ticket to an old ticket when merging tickets.

2. Click the 3 dots and choose "merge into another ticket" 

3. You have two options here: 
 a. Paste the ticket number then click merge

b. Simply click the ticket number

4. To prevent this from being sent to the client, be sure to ALWAYS UNCHECK the blue boxes.

5. If a note pops up saying "This request was closed and merged into ticket 12345" that means you have successfully merged the ticket. Then, click the ticket number to go to that existing ticket you need to work on.

6. You may leave the ticket if it was owned or assigned to one of your coworkers, but you must submit it as OPEN.. However, if the ticket is new or hasn't been allocated to anybody else, please accept it and help the client as needed.

EXEMPTION: IF THE TICKET IS FROM BETTER BUSINESS BUREAU AND IT HAS A DIFFERENT CASE #, PLEASE DO NOT MERGE THE TICKETS. PLEASE CREAT A SEPARATE ESCALATION AND ASSIGNED IT TO CHRISSY. 

IF YOU HAVE ANY CONFUSIONS, PLEASE DON'T HESITATE TO ASK HELP FROM OUR SUPPORTS!