help for assign billing

[Licenses RISQ]

our client told us that we did not respond to his requests when we looked for his email we found that tickets are assigned to a former employee who is no longer active.
could you help me?

[Nic Brough -Adaptavist-]

We can't help you from that, we don't know what requests your client has made or how you are (supposed to be) handling them?  Are they going into your Jira for example?

For issues assigned to a former employee, I'd recommend a search for "assignee = <person who has left> and resolution is empty", then use bulk-edit to assign them to someone who can take responsibility for them.

[Licenses RISQ]

in fact our customer has opened a ticket with the same object as a ticket which is already closed by another employee who is no longer with us, and unfortunately the ticket has been assigned to the employee who is no longer active.

how can I do not rank tickets that have the same item and sender?

[Nic Brough -Adaptavist-]

You'll have to search for duplicates and close them.