This guide provides essential instructions for effectively managing customer interactions by utilizing Branch and Merge features in ticketing systems. By learning how to create separate tickets for distinct issues and combine related tickets, users can enhance their workflow, improve organisation, and provide a more streamlined customer experience.
Branch messages
Tip: Branching messages allows you to create a new ticket from an interaction you are currently dealing with. So for example, you are interacting around an issue with topic A and the customer mentions topic B, you can creae a second ticket to deal with the topics seperately.
1. The option for branch only appears where the contact has added the last message.
2. Head to the interaction and hover over to reveal the Action buttons.
3. Select the sub menu and click Branch.
4. Upon clicking, a second ticket is created and the origional is ended.
5. Disposition the origional.
6. You will then have the new ticket branched from the last comment by the contact.
7. Continue the conversation.
Merge tickets
Tip: Merge tickets allow you to join a ticket to a contacts previous ticket. For example, the contact initiates an interaction and the agent realises its about a previous interaction. They can join the two together to deal with the subject.
8. In the example below, the agent has identified the need to merge the ticket.
9. Head to the interaction and hover over to reveal the Action buttons.
10. Select the sub menu and click Merge.
11. The Merge Interactions dialogue box will appear on screen.
12. Here you have the ability to select multiple tickets to merge. You are also able to search the previous tickets and see some basic information.
13. Once you have selected the required ticket(s), click "Merge"
14. You will see a message to confirm your choice.
15. Click "Merge" to complete the merge.
16. Once you can complete the merge, you can coninue the conversation.
