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Miguel Matias's Avatar

Miguel Matias

Joined Apr 15, 2021

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Last activity Oct 22, 2021

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Latest activity by Miguel Matias

Miguel Matias created a post,

Post Feedback - Ticketing system (Support)

Hi guys, I want to ask you something about prevent duplicated tickets. We have seen that our customers make a request (by Zendesk form), and do not wait until the resolution, so they make another request with the same specifications (We have a custom field for the specific inquiry).

And on the other hand, in the company we have additional service channels that allow our clients to create new tickets.

My question is, is it possible to merge tickets that share 3 conditions (same email, same custom field and status less than resolved) based on triggers?

Regards

 

Posted Jan 21, 2020 · Miguel Matias

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