What should we do when we notice that an issue was raised with an incorrect ticket type?

[nitin tiwari]

Hello,

Customer raised an issue with incorrect ticket type . Should i solve that ticket ? or Resolve or cancel the ticket and open a new ticket with the correct ticket type

[Ammar Ahmed Butt · Accepted solution]

Hey Nitin, this happens with me all the time. In this situation I just change the issue type, add a comment, and politely guide the customer while resolving that issue. So next time this doesn't get repeated. 

To avoid this, I add instructions on the customer portal, and this reduces probability of current situation. 

@nitin tiwari 

[Ammar Ahmed Butt]

This way