Split and Merge Tickets
Duplicate tickets are part of running a help desk, but with Cayzu’s split and merge functions, agents can quickly adjust tickets however needed.
Merge Tickets
When you’re running a support department, duplication issues are inevitable. Multiple people on one team might report the same issue, or someone might mistakenly open a brand new ticket when they were trying to follow up on an old one. The same conversation can happen in two (or three, or four) different places, causing conflicts and decreasing efficiency. To clear things up, Cayzu lets you merge tickets together, combining multiple tickets that all deal with the same issue.
How Merging Works
Our merge functionality allows you to simply combine two tickets, or merge a number of them in bulk. When you merge, you get to choose a ticket that will become the primary ticket, while all others will become secondary. All conversations, even internal replies, from those secondary tickets will be shifted onto the primary tickets, and then those secondary tickets will be resolved. Finally, the messages will be arranged in chronological order, and a note will be added to each ticket explaining what it was merged with.
Splitting Tickets
Alternatively, Cayzu also gives you the ability to do the opposite. In many cases a ticket might contain multiple issues that all need to be resolved separately. Giving each problem the attention it deserves means that you need to be able to split a single ticket into multiple tickets, which will allow multiple agents to work separately on the same customer’s problems.
How Splitting Works
Splitting a ticket involves creating a new ticket from a reply. If a customer happens to respond to an already resolved ticket, the split functionality will allow you to close the old ticket and create a new one. This will help boost efficiency and make reporting metrics more accurate. If you split a ticket, then a pop up will appear that directs you to set a subject and assign an agents to the new ticket. Then, the program will use the reply as the body of the new ticket and delete it from the resolved ticket. Together, the split and merge ticket features allow agents to adjust their tickets as the situation demands.
