Guidelines in Relation to Ticket History

1. CSPH agent should always check the ticket history before answering any ticket. This is because some customers are sending multiple emails concerning to a single item / order. To ensure first contact resolution (FCR), proper merging of tickets and answering all the concerns in one single email is the best strategy. If all the tickets are assigned to different individual staff, anyone can merge the tickets and the one who merged should answer the all the concerns, however, the owner of the ticket with the latest message is the one that should be responsible to merge and answer them if in case that the other staff has not yet done so.

2. In an instance that a New ticket has another 1 or more New tickets in the history, and all the messages pertains to a single item and/or order, all the New tickets should be merged into 1 single ticket and should be taken by the agent who merged them, regardless if the tickets in the history are unassigned or assigned to another agent/s. All the concerns should be answered (by the one who merged)in a single email reply.

3. In an instance that a New ticket has a ticket history with a status of either Awaiting-reply, Customer-reply or In Progress, and the message in the New ticket pertains to the same item and/or order, the New ticket should be merged with the ticket on the history and the status should be changed to Customer-reply and the ticket should be assigned to the previous owner of the Awaiting-reply, Customer-reply or In Progress ticket. The case owner should be notified as a courtesy in order to avoid missing the ticket if in case it was incorrectly merged.

4. In an instance that a New ticket has a ticket history in a Resolved status, the tickets should NOT be merged if the concern/issue on the New ticket is new and was never mentioned before on the Resolved ticket, the owner of the new ticket should answer/address the new concern/issue without merging the tickets. On the contrary, if the concern/issue in the New ticket is already mentioned before in the Resolved ticket but the agent who handled the Resolved ticket was unable to answer or address the concern before the ticket was resolved, the New ticket should be merged with the Resolved ticket and the status should be changed to Customer-reply and the ticket should be assigned to the previous owner of the Resolved Ticket. The case owner should be notified as a courtesy in order to avoid missing the ticket if in case it was incorrectly merged.