Duplicate Ticket
- Former user (Deleted)
When a user sends in more than one email to itap@purdue.edu for the same issue, or responds multiple times to the same ticket, it creates duplicate tickets that must be closed as they arrive. Ideally, their original ticket has already been moved from CSC_DISPATCH to CSC_SPECIALISTS and then assigned to the correct team. However, some users can get overzealous in their attempts to resolve their issues, and accidentally slow down the process by causing Specialists to devote time to closing duplicates instead of bogging down Support teams with duplicate queries regarding the same problems.
If a user responds to a ticket with more information via a new email, creating a new ticket, look for the original and add any new pertinent information they've sent before marking the newer ticket as Resolved.
Feel free to use this template to explain to the user why you are resolving their ticket.
Thank you for contacting ITaP Customer Service.
It seems that a duplicate ticket for this reported issue already exists in our system (#xxxxxxxx).
Because of this, I am going to go ahead and mark this specific ticket as Resolved while we continue to work on the other one for you.
If you have any questions, please reply to this email or call us at 765-494-4000. You may be placed in a queue due to high call volume; we appreciate your patience.
Thank you.
NOTE: Sometimes users do not understand that you are closing a duplicate ticket, and not their original issue, without what they perceive is a completed resolution; they will respond to a duplicate closing with questions or emotion expressing that they are not satisfied with the resolution notice.
This template can help serve to alleviate their concern:
Thank you for contacting the ITaP Customer Service Center.
I apologize; it appears that I was unclear with my last message. Each new email that you send to itap@purdue.edu creates a new standalone ticket in our system, regardless of it being sent from the same email address or concerning the same issue. To limit confusion, when we see these duplicate ticket service requests in our queue, we must close them; preferably the newest ones sent, as the original ticket has ideally already been assigned to the proper support team for troubleshooting.
Your original support ticket is still open and is currently being worked on by an ITaP Support team pertinent to your issue, and any information you have added will be included in the original ticket for documentation. That existing ticket number, for your reference, is #XXXXXXXX.
Please be assured that we are still investigating your original request to the best of our ability. You can call into the CSC at any time at 765-494-4000 to speak with a Specialist regarding questions or concerns. You may be placed in a queue due to high call volume; we appreciate your patience.
Thank you.
NOTE: If a user continues to respond to a duplicate issue ticket, or if a ticket is BCCd by a chain of emails that continually opens tickets through user responses to other users, you may need to involve a supervisor to have the ticket marked as Closed.