Duplicate Ticket Closure
1. If a partner has raised a ticket for XYZ concern and the ticket is pending, post that he raises more tickets for the same concern, we will keep all the tickets pending until his issue is resolved.
2. If one ticket is pending already and the pro raises one more ticket for different concerns but on the same call he also asks about the previous issue which is pending, agent has to inform the pro that we are already working on it and keep the new ticket pending too.
3. If the issue is resolved and there are more tickets pending for the same concern, the agent should inform the professional that there are more tickets pending for this concern and as the issue is resolved so he is closing those tickets as well- Refer the master ticket and close all the pending tickets once issue is resolved.
4. If a professional has raised two or more tickets at the same time and one is assigned rest are open or assigned to any other advisor, the advisor will not close the ticket until the partner's issue is resolved.
In addition to point 4, if a professional has raised two tickets at the same time and one agent is already on call with the customer then the other agent will park his ticket and add reminder of 7 days. The tagging in this case should be "Delay in profile approval".
If the first agent is able to resolve the issue on first call and no issues are pending then he can go ahead and close the other ticket too after taking confirmation with professional.