Duplicates, merge and split
Before a new ticket is made, the portal and the app show matching open tickets. They are on the same unit, or the same site and kind of issue. Yes, me too lets the person follow that ticket instead. Team leads merge duplicates that got through, and anyone working a ticket can split off a second problem into its own ticket.
PLANSEvery plan
The problem it solves
- When the lift stops, eleven people raise eleven tickets, and three technicians are sent.
- Duplicates are closed by hand and the people who raised them are never told what happened.
- A technician fixing a leak finds a broken switch too, and it gets lost inside the first ticket.
- Visits, time and parts end up split across copies of the same job.
How it works
- A person raises a ticket on the portal or in the app and names a unit, or a site and a kind of issue.
- If open tickets of their organisation match, the page Is it one of these? lists them first.
- Yes, me too makes the person a follower of that ticket and notes on it that they are affected too. No ticket is made, and they are told of every step.
- No, raise a new ticket keeps what they typed and creates the ticket; on the portal they add their photos again.
- A team lead who finds duplicates ticks them in the list, chooses Action > Merge Tickets and picks the ticket to keep. The others are cancelled and their followers, visits, time, materials and checklist answers move to the one kept.
- To split, open the ticket and click Split. A new ticket opens with the same customer, site and unit, titled with (split), for you to describe the second problem.
Everything it does
Possible duplicates
- Checked on the portal and in the app before the ticket is made
- A match: an open ticket of the same customer organisation on the same unit. Without a unit, it is one on the same site and kind of issue
- The list shows each ticket's number, title and date
- Yes, me too: the person follows the ticket; a note on it says they are affected too
- A person who can open a ticket but does not follow it sees This affects me too on its page
- Sites and units come with Growth, so on Starter there is nothing to match and the check does not appear
Merge
- Team leads and above, from the ticket list: Action > Merge Tickets
- Keep: the oldest ticket to start with; choose another if you prefer
- The other tickets are cancelled, and show the kept ticket in Merged Into
- Followers, visits, time lines, material lines and checklist answers move to the ticket kept
- Notes on both sides record the merge
- Merged tickets do not count towards a repeat fault
Split
- Split at the top of an open ticket
- The new ticket keeps the customer, requester, site, unit, kind of issue and parent ticket; its description is empty
- Its title ends with (split); a note says which ticket it came from
- It gets its own response-time targets and contract cover
Related tools on the ticket
- New Sub-task for Another Team, Root Cause Ticket and Follows Ticket in the Links and Dates tab (see Sub-tasks and linked tickets)
Who uses it
RequesterSays Yes, me too to an open ticket instead of raising another.
Team LeadMerges duplicates that came by email, phone or before the check.
Technician / AgentSplits a second problem off into its own ticket.
Where you use it
- Customer portal: Is it one of these? before a ticket is made; This affects me too on a ticket page
- The SmartMy Desk app: Is it one of these? with Me too (built and in testing, not in the app stores yet)
- Web: Action > Merge Tickets in the ticket list; Split on the ticket
What you control
Settings
- Nothing to switch on: the check runs whenever a unit, or a site and kind of issue, is chosen
Notifications
- People who follow a ticket with Me too get its updates by email, like the requester
Questions
Does the check catch duplicates that come by email or phone?
No. It runs on the portal and in the app before a ticket is made. Duplicates from email or the phone are merged by a team lead.What happens to the time logged on a merged ticket?
It moves to the ticket kept, with the visits, materials and checklist answers, so nothing is billed twice or lost.Are the people on the cancelled ticket told?
They become followers of the ticket kept and get its updates from then on.Is the duplicate check in Starter?
Merge and split are. The check matches on the unit, or the site and kind of issue. Sites and units come with Growth, so on Starter it has nothing to compare.Related features
RAISING A TICKETRaise a ticket from the portal, the app or the officeCustomers and internal requesters raise tickets on the portal or in the phone app, and your office enters one for a caller or a walk-in. The form asks for the kind of issue, the place, photos, a time that suits, and whether it is urgent.WORKING A TICKETSub-tasks for other teams and root-cause linksWhen a job needs a second trade, give that part to another team as a sub-task with its own technician and response target. The main ticket shows how many are open and cannot be solved until they are done. Tickets that come from one underlying fault point to it as their root cause.CUSTOMERS, SITES AND EQUIPMENTEquipment register with QR tags and service historyRegister each customer unit, such as an AC, a DB panel, a UPS or a lift. Keep its tag number, make, model, serial, warranty end, criticality and photo. Its tickets build its service history, its QR tag opens the raise form, and a unit that keeps failing is flagged.CUSTOMER PORTALCustomer portal for tickets, without a login from the emailYour customers and requesters raise and follow tickets on the web. They get a list with plain status, the times you promised, the conversation, visits, the service report, and buttons to confirm or reopen and rate. A link in every ticket email opens the ticket without signing in.PHONE APPThe requester appThe people who raise tickets use the same SmartMy Desk app. They raise a ticket with photos, see its status in plain words, reply, confirm the fix or reopen it, and rate the service.
See one of your own jobs run through it.
Tell us how a complaint reaches you today and what you bill for. We will show you the same job in SmartMy Desk.