Automatic Ticket Merge
under review
D
Daniel M.
Currently, all messages coming from the same customer emails, on the same channels, are treated as separate tickets if the topic of the message does not match. This is not quite convienient, as in many cases, for example for shopify channel, customers will contact us multiple times, through multiple avenues of contact leading to 2-4 separate tickets about the same issue.
I'd like to request either a native setting for each individual channel that allows us to control what conditions are required to merge the tickets. Or perhaps an option to setup automated merging in the automation settings.
Alternatively, perhaps it could be resolved in a similar way eDesk handles it. By displaying all the messages from the customer's other tickets in the currently viewed ticket, while marking them as separate, and maintaining timestamp sorting.
This would help us avoid accidentally responding to the same query from the customer, multiple times.
H
Herman Nefedov
Suggestion to think about, in addition to the above:
To be able to create a merging rule based on a time period selected by users.
Example:
If a new ticket from the same customer email has arrived within X days after the previous one was created, then merge them.
The questions is - how to treat the next incoming ticket? Should it use the Creation Date of the very first one, or the latest merged one (the latest incoming message in the merged ticket)?
OR
Maybe the rule logic should be based on the following:
If there are no new tickets from the same customer for X days, then a new ticket should arrive as a separate one. Which means that if a ticket has arrived within that time period, it will be merged.
Any other suggestions would be much appreciated.
S
Steven Smith
Herman Nefedov: Thank you for giving this some attention.
I think part of the problem is the way customers are identified. We sell on B&Q who use Mirakl - there is no integration at the moment so we are having to use our mail account.
Even when we try to manually merge tickets we get the "You cannot merge tickets for different customers or accounts" message. This is frustrating as in the messages we are trying to merge under customer - it is the same customer details.
On further investigation it becomes apparent why. The channel is appending a random set of characters to each email (don't ask me why) e.g.:
reply+le7r27r57p@reply.marketplace.kingfisher.com
reply+c7go93nr9z@reply.marketplace.kingfisher.com
In both instances however the customer has been accurately identified.
In other instances for the same customer, the B&Q service team email about the same customer so this time it will say "B&Q Marketplace" as the customer with the following email:
reply+zxqz7nsg82@reply.marketplace.kingfisher.com
It is a real mess and our workflow at the moment is having to search all messages using customer order number and them having to access many tickets to ascertain the thread of conversation with no way to merge them.
So essentially any ticket merging (including automatic) should give us an opportunity to merge these types of tickets. Perhaps the latest reply to address on the latest ticket received could be used for the newly created merge? Perhaps the customer order id reference could be used when identifying how and when tickets can be merged?
I realize it is quite a challenging issue. If you want examples of what is happening you can search our account as an example for order id "1031804192-A" our account is info@i4ingenuity.co.uk
H
Herman Nefedov
under review
S
Steven Smith
We have this same issue with Mirakl channel - multiple tickets, really cumbersome.
D
Daniel M.
To follow up on this query, we have just recently had communication from a customer on the ManoMano channel. Due to the additional RE in the email subject, the communication was separated into 14 different tickets. Which is quite ridiculous.