FAQs and Guides / Support Portal Guide / Duplication and Re-opening Tickets

Duplication and Re-opening Tickets

  • Duplicate Tickets: A user is advised not to log a new ticket for an issue which has already been raised recently, where the status of such an issue is “Pending or Open”. This will eliminate the risk of duplication of tickets and will prevent re-investigation of the same issue. The user can instead update in the original ticket with the latest information.
  • Re-opening of Tickets: A user is advised to re-open a solved ticket if the same issue arises later. The user can also create a follow up ticket by selecting the ticket number and clicking the option of “Create Follow up”. This increases transparency and allows the team to identify the re-occurring issues.