Request: The client has reached out to us with their concern regarding an issue with multiple email tickets being created.
Verification/checklist:
- We must ensure that the client has shared the ticket IDs. If the client has not shared the ticket IDs, we must gather multiple ticket IDs.
- We must check the “To send email address”.
- We must also check if more than one email address is configured as this would create two tickets for the same.
Procedure:
- This issue occurs when the merge configuration is not enabled for the mailbox in order to merge issues within the defined time frame.
- In order to enable the merge logic, we must go to the Email credentials tab>enable merge configuration>Select the merging status from the drop down>Set the required merging time.
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- A Ticket filter can also be created in order to mark the tickets as junk or resolved.
Procedure to create a Ticket Filter:
Ticket>Ticket Filter>Set the required conditions>Action
Resolution Template:
Hello XXXX,
Greetings from Kapture!
We appreciate that you have reached out to us with your concern regarding an issue with multiple tickets getting created.
We would like to inform you that this issue occurs when the merge logic is not defined for tickets that are created within a set timeline.
We request your confirmation in order to enable the merge configuration so that the tickets created within a set timeline would get merged. Please note that the merge logic will work as per the set timeline and not based on the issue type.
We can also create a filter to mark tickets as junk or resolved by setting up appropriate filter conditions.
If you require further assistance or have any other questions or concerns, please feel free to get back in contact with us and it will be our pleasure to assist you.
Regards,
XXXX
Action:
- Complete the Verification.
- Follow the mentioned procedure based on the request.
- If the issue persists after following the validation process and mentioned procedures the issue must be raised on JIRA || Team P
Acknowledgement Template (When the request is raised on JIRA):
Hello XXXX,
Greetings from Kapture!
We appreciate that you have reached out to us with your concern regarding multiple tickets getting created.
We have forwarded your request to the concerned team. We will update you regarding the same within XXXX hours.
If you require further assistance or have any other questions or concerns, please feel free to get back in contact with us and it will be our pleasure to assist you.
Regards,
xxxx
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