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Best way to deal with duplicate issues in one Chat ticket

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Pablo Zarricueta

Publicado 03 de abr. de 2024

Hi Zendesk community,

 

We have the following situation: Duplication of questions/issues when a customer is being attended to through a chat.

 

Problem: Our agents get confused and the client does not get the answer to all of their doubts, also we lost track of all the questions.

 

¿Do you have any suggestion for this kind of process? we thought about creating a side conversation (or regular ticket) for every issue our customer may have, and that way we can track all of the issues,

 

Thank you in advance

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    Brandon Tidd

    Zendesk LuminaryUser Group LeaderThe Humblident Award - 2021Community Moderator

    Hi There - 

     

    One thing you can do is encourage your agents to clarify that all issues have been resolved before ending the session.  For tracking, a custom ticket field that is a multi-select field for the agent should help you report on all of the different high level contact reasons associated with a ticket.  Hope this helps!

     

    Brandon

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