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Nikki Goodson

Beigetreten 16. Okt. 2021

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Letzte Aktivität 02. Nov. 2021

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Nikki Goodson hat einen Kommentar hinterlassen

KommentarTicket management

That's fantastic, and not the answer I expected, but definitely what I hoped!

Thanks for testing. 

Kommentar anzeigen · Gepostet 20. Sept. 2021 · Nikki Goodson

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KommentarTicket management

I believe I already know the answer, but I will ask anyway!

Let's say I merge Ticket 1 into Ticket 2.

Ticket 1 becomes closed.

Customer has emails from both Ticket 1 & Ticket 2 in their sent folder. If they reply again to their original Ticket 1 email, then does it become a follow-up ticket as usual? Or does ZD recognize that the ticket has been merged, and instead put the new message into Ticket 2? 

Kommentar anzeigen · Gepostet 16. Sept. 2021 · Nikki Goodson

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Community-Kommentar Feedback - Ticketing system (Support)

I also have this problem, and we frequently switch from one to the other. The reason for ours is that if a ticket comes in with a foreign language, we get a translation and then post it as an internal note. We of course then need to stay on the ticket in order to send the public reply. In the case where the ticket comes in with English, then it's no problem to simply leave it as Next ticket in view. But more than half of our tickets need translation, so it is frequent switching back and forth.

Kommentar anzeigen · Gepostet 23. Aug. 2021 · Nikki Goodson

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