Check for an existing ticket prior to adding a new one.
When receiving an incoming complaint, first search to find an existing ticket to avoid creating duplicates.
To create a ticket manually:
- From the Actions tab, click Create Ticket.
- In the Email box, type the email address of the person associated with the complaint/issue.
When you tab out of the field, any matching tickets that are associated with the same email address appear in the Matching Tickets area. If there’s a matching ticket that is associated with the same issue you’re about to log, you can instead click to go to the ticket detail and continue service recovery.