Is there a way to set up a notification or rule in IIQ to alert us if a user already has an open ticket when entering a new one? We're facing issues with duplicate tickets due to multiple agents unknowingly creating them
Solved
Preventing Duplicate Tickets
Best answer by Kathryn Carter
One of our Product Owners suggested using an informational custom field for those repeat offenders who continue to submit additional tickets.
You will want to add your message, something like "check to make sure you do not already have a ticket open for this; adding more tickets will not increase resolution time."
The best part about this is you can assign it to show up on all tickets per role OR just a blanket reminder for everyone.
I hope this helps! 😄
+18One of our Product Owners suggested using an informational custom field for those repeat offenders who continue to submit additional tickets.
You will want to add your message, something like "check to make sure you do not already have a ticket open for this; adding more tickets will not increase resolution time."
The best part about this is you can assign it to show up on all tickets per role OR just a blanket reminder for everyone.
I hope this helps! 😄
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