Merging Tickets on Similar Issues from Various Channels by the Same Customer
Customers often reach out to the support team when they face an issue or need quick help. At times, the urgency of the situation can lead them to sending requests over multiple channels seeking immediate response.
This common scenario leads to the creation of multiple tickets from the same contact on the same or similar issue. Let's look at an example of how you can reduce the clutter in your ticket management system using Zoho Desk.
Scenario:
A professional has his work email synced in his laptop. In order to access his emails on the go, he wants to sync his work email address to his mobile too, but he's facing issues in completing the process. He reaches out to the support team through email, chat, and also raises a ticket in the help center with different subjects for quick help:
- Email: “Unable to sync email.”
- Chat: “Email account issue.”
- Help Center: “Unable to sync email with new device.”
Problem:
In this scenario, the customer has created tickets through three different channels for the same issue. If the team handles each ticket separately, this can result in:
- Duplicate effort
- Increased workload
- Inconsistent communication
- Clutter in the ticket system
To prevent confusion and streamline the resolution process, it's best to merge any tickets from a customer that are focused on the same issue and deliver an integrated solution.
Solution:
The option to merge tickets allows agents to consolidate tickets that state the same or similar issues into one master ticket for easier handling. An agent can merge up to five tickets at a time. Once merged, tickets cannot be un-merged.
Merging similar tickets can greatly enhance efficiency. By merging multiple tickets into one, agents can:
- Provide a unified response
- Streamline the resolution process
- Minimize repetitive efforts
Points to consider:
- By default, the first ticket created will be the master ticket. Users can also select a master ticket manually.
- Threads from the merged tickets will also be shown in the help center to the contact of the master ticket.
- While merging, users can select whether the value of the master ticket or other ticket should be retained. For example, if Contact number, Account Name, Staus, Due date, Subject, Ticket ID, Product code, and Over due time have a value in other tickets (but not in the master ticket), and you want to retain them, then you can select those fields in the desired ticket. Those values will automatically reflect in the master ticket once merged.
- However, values in the ticket created time, time to respond, and ticket on hold time fields will only be taken from the master ticket. Users cannot edit the master ticket.
- Tickets that have been merged with the master ticket can be found in the Recycle Bin for the next 60 days and can be restored by agents. (Setup > Data Administration > Recycle Bin).
To merge the tickets:
- Navigate to the Tickets module.
- Select the tickets that need to be merged.
- Click Merge from the list of Mass Actions.
- In the Merge Ticket page, select the fields whose data should be retained in the master ticket.
- Click Merge.
- Click Yes, Merge to confirm.
Also Read : Merging Tickets
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