We are having a bit of a problem with users creating multiple tickets. That means that potentially two or more agents can speak to the same user about the same issue without knowing it.
I know we can check the created tickets in user profile, but it feels it isn't agile that we have to check every single user's profile in order to find out whether or not they have contacted us before.
There should be a way to notify about this straight in the duplicate ticket.
Interested to know how others solve this problem.
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