Keeping issues separate

Hootsuite agents feel that if we have multiple support issues they should all be clubbed in one ticket so we deal with only one support person. This is the current practice
I feel that there should be a separate support ticket for each issue for better audit trail and follow-up.
What  do you think?
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Comments

  • edited September 13
    Hi @mcp111

    Thank you for reaching out.

    Our current customer support practice is to keep a separate ticket for each reported issue.
    The occasional duplicate ticket submitted by accident will be merged into another ticket. Advocates will also merge tickets if the issue is deemed to be related, to prevent too many emails from being sent at once.

    To view the current open tickets submitted from your email address, please login to your Hoosuite account and visit https://hootsuite.com/help 

    In the lower part of the page, please select the button "check existing ticket", which should take you to https://help.hootsuite.com/requests


    -Marta
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