Updates to merged requests generate a new request
Hi Support,
I've had a query from a contact who is a bit confused. They raised a request with us which was given an ID, for example 200. This request was, in the opinion of our support reps, a duplicate of ID 150 and the two were therefore merged together.
The client subsequently sent an update to ID 200 (for which they'd received an automated response) and this generated a new request ID of 210.
I'm asuming that the problem has arisen because ID 200 no longer exists as a unique ID having been merged with ID 150. In my mind if a response was sent in for ID 200 it would append to the merged request, ID 150. Otherwise merging requests is more hassle than it's worth, or contacts have to be informed of every merge and are then expected to remember the merged request ID's!
Cheers,
Andy
I've had a query from a contact who is a bit confused. They raised a request with us which was given an ID, for example 200. This request was, in the opinion of our support reps, a duplicate of ID 150 and the two were therefore merged together.
The client subsequently sent an update to ID 200 (for which they'd received an automated response) and this generated a new request ID of 210.
I'm asuming that the problem has arisen because ID 200 no longer exists as a unique ID having been merged with ID 150. In my mind if a response was sent in for ID 200 it would append to the merged request, ID 150. Otherwise merging requests is more hassle than it's worth, or contacts have to be informed of every merge and are then expected to remember the merged request ID's!
Cheers,
Andy