Existing ticket is currently being handled by GEN CS
- Same concern?
- Not Urgent? > Merge the ticket and inform the ticket owner
- Urgent? > merge the ticket and work on the case if the ticket owner is not online then inform the ticket owner
- Different concern? Resolved or not?
- Existing ticket is RESOLVED > DO NOT merge the ticket, ticket receiver should work on the new request
- Existing ticket is OPEN
- Urgent? > Merge the ticket and work on the case then inform the ticket owner
- Not Urgent > Merge the new ticket to the existing open ticket and inform the ticket owner.
Existing ticket is currently being handled by CSS or RMS
- Ticket owner is on the same shift? > ASSIGN the ticket to the ticket owner
- Ticket owner is on a different shift? > ASSIGN the ticket to the respective specialization you are partnered with.