What should an agent do if they notice multiple tickets related to the same issue?

When an agent notices multiple tickets related to the same issue, merging the tickets is the most effective solution. This approach consolidates information and conversations related to the singular issue, making it easier for both the agent and the customer to track the discussion and resolutions. By merging tickets, agents can reduce confusion and prevent duplicate efforts in addressing the same problem, ensuring a more streamlined process for handling customer inquiries and support requests.

This method also enhances the customer experience by allowing them to receive updates and resolutions through a single ticket, rather than having to manage multiple communications. In addition, it can improve the efficiency of the support team by enabling them to focus their efforts on resolving one ticket rather than spreading their attention across several related ones. This fosters better organization within the support system and contributes to quicker resolution times for customers.