Can I stop customers from creating a new ticket if they already have a previous ticket which is open? (with the same request type, or summary, or whatever? I use Service Desk Cloud
I have customers creating 100 tickets for the same issue when they get desperate when not receiving resolution.
Thank you for your response.
If you have more than one or two customers like that you may have a problem with your process to update users or tickets. Anything you would match on they will figure it out and circumvent it. When I was doing support we had a requirement to update every issue at least once a week if it was only to say something like 'no update', 'waiting on customer information', etc.
I had this requirement, what we do:
but.. there's a lot of ways to handle this
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