In big need of help with an idea on how to add, as a note, a new ticket, if that thicket has an existing one’s number in it’s subject, or body.
Ex: I have an ongoing issue, in discussion with a customer and his ticket number is 12345. He sends a new message in which he mentions “ticket 12345” in the subject or body of the message, but that only creates a new ticket which i need to merge with the old one… It’s tiresome and wastes a lot of time...
Can this new message be added as a note to my existing ticket?
Could these notes be made out to different agents? Maybe set some automation rules?
I can’t find anything on this subject, so I’m really looking forward to some help on this issue.
Best answer by Pooja BerniceView original