Hi there,
In many instances we have customers contacting our support centre about the same problem across different channels with different identifiers. A customer may send multiple emails with different subject lines, follow up sent emails with a mobile call, etc.
This results in the same customer creating multiple tickets about the same problem.
Currently our support agents close each of these individually and need to add the same content to each ticket. This is a time consuming process for addressing the same problem. We would like to enable our support agents to link these 'duplicate' tickets and close them collectively with the same content to save our agents time.
Please advise on an appropriate feature or journey to best achieve this.
Bluesky
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