If you are working on an issue for a customer, lets say their printer doesn't print. You fix the problem with the printer, but the next day they say the fax up-loader doesn't work.
No big deal, but there is already a ticket open for the printer repair and instead of replying to that ticket, they email support which creates another ticket for essentially the same issue.
You merge those two tickets, and on the third day, they say they would also like to make it so that another user can print to this printer. On the third day they email support directly (again) which creates yet another ticket that you have to merge. If they follow up with a "Thanks" you get a fourth ticket.
We are finding ourselves merging 5-10 tickets a day. You cant force people to reply to an email and if they send in another email you get a new ticket each time.
How is everyone handling this issue?
I am seeing the need for a support portal to eliminate support by email (other than the original request)
No big deal, but there is already a ticket open for the printer repair and instead of replying to that ticket, they email support which creates another ticket for essentially the same issue.
You merge those two tickets, and on the third day, they say they would also like to make it so that another user can print to this printer. On the third day they email support directly (again) which creates yet another ticket that you have to merge. If they follow up with a "Thanks" you get a fourth ticket.
We are finding ourselves merging 5-10 tickets a day. You cant force people to reply to an email and if they send in another email you get a new ticket each time.
How is everyone handling this issue?
I am seeing the need for a support portal to eliminate support by email (other than the original request)
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