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Ticket Split and Merge in 1502 release

Former Member
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We are currently implementing Cloud for Service for our customer.  The ticket merge and split scenario has come up in conversations and I'm happy to see the 1502 release seems to provide a solution.

Our Development system has now been upgraded but I just can't see where these new functions are (in the Agent workspace). I have also checked in Project Scope and Fine tuning but there does not seem to be any option to activate these functions.

I have searched in the 1502 user guide and Administrator guide but no luck

Can somebody from SAP enlighten me on how to activate and use these features?

Thanks

Accepted Solutions (1)

Accepted Solutions (1)

Former Member
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Hi Thierry,

For the 1502 release the ability to "split" and "merge" tickets applies only to email tickets, and it's basically achieved by moving email interactions across tickets.

You don't need to activate the feature. The new actions will be immediately available on any email interaction within the agent workspace, accessible via a gearwheel on the bottom right of the interaction itself.



Note that the first email in a thread will only offer you the ability to move it to another existing ticket (i.e. merge):  the idea is that the customer may have sent multiple emails about the same problem, generating multiple tickets.

Further customer emails in the thread will also offer the ability to move them to a new ticket (i.e. split): in this case the idea is that the customer may have brought up a new issue, different than the one for which the ticket was originally created.

For completeness:  "Copy To Ticket" allows you to generate another ticket with the same content. The idea is that the customer may have mentioned multiple issues in one email, which you want to handle separately.

Kind regards,

Gab 

pushkar_ranjan
Active Contributor
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Thanks for the prompt response, Gab.

Former Member
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Thanks for the answer. I have played with it.  I guess your next task is to update the User Guide .

This feature answers  customer questions for the email channel because agents have more time to analyse the ticket information and decide on merge/split.

For the telephony channel, in my opinion there is still something missing. Take the scenario of a multiple customers calling to report the same issue. In this situation, our customer does not want multiple tickets to be created.

How do I prevent the agent from creating multiple tickets?

     First I need a facility to automatically find similar tickets and suggest them to the agent. The current Similar ticket function only searches based on customer so it is not flexible enough.

     Second, once a similar ticket has been found, the agent needs to ability to merge the current ticket with the similar one. Is that possible?

Former Member
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Hi Thierry,

Great points!

If the customer is using CTI integration the incoming phone call will be shown in the Live Activity side pane. That side pane includes an automatic ticket search, which allows the agent to select and edit an existing ticket, rather than creating a new one.

For the scenario in which multiple customers call to complain about the same issue, the recommended approach would be to create different tickets and group/link them to a common "parent" ticket.  This is partially possible via Follow Up, and we plan to improve it going forward.

Being able to link tickets should also reduce the need to merge them, which is not planned at the moment.

Kind regards,

Gab

Former Member
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I don't quite see how the workflow would work for the scenario above (linking ticket to parent one):

Is it?

Step 1/ Inbound call - Live activity pane ONLY displays tickets for the identified customer (so can't find the parent ticket I want to link to)

Step 2/ Create new ticket and search similar tickets from within. Once parent ticket found, open it and create follow up--> this process is too long for a call centre and you also end up with 2 new tickets created!

Or Step 2/ Search parent ticket in Ticket list. Open it. Then create a follow up. Several problems here. For once it is too cumbersome and also the follow up ticket copies the customer from the parent ticket not the one from the inbound call...

So I really don't see an acceptable workaround for this scenario.

Have you got another workflow in mind?

Former Member
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Hi Thierry,

That's exactly why we plan to improve it going forward.  😉

The missing feature is the ability to link two existing tickets.  Once we deliver that (later this year) the process will be to create a new ticket for each customer, so that you can track the interaction in the customer history;  and then link it to an existing case/parent ticket, so that you can track e.g. all complaints related to the same problem.  Makes sense?

We are aware that today these case management scenarios cannot be covered easily, and we consider it a priority to close this gap.

Kind regards,

Gab

Former Member
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Understood.

I think the solution should not just be about linking 2 tickets but also to help the agent identify related tickets based on a combination of fields (subject, description....) and the use of HANA text analysis engine.

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