KIX4OTRS-Feature of the month: Merging of customer tickets
Customers send often E-Mails with reference to current processes (tickets), which don't include the relevant ticket number. Therefore, new tickets get created in the system, even if there are relevant, already created tickets of a customer. Service agents can use the KIX4OTRS function button “merge customer tickets” to display all open tickets of a customer. Therefore, service agents get a sorted list of open tickets and can merge the relevant ones to the already existing ticket. Additionally, service agents can merge any ticket and with autocomplete functionality of KIX4OTRS (including parts of numbers and ticket titles), searching for the relevant ticket is extremely easier and faster.
KIX4OTRS... Be one step ahead in service!