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合并Ticket

什么是工单合并?

合并工单是指将两张或两种以上的工单合并为一张。当您收到同一终端用户的两个相同帮助台支持请求时,最常见的方法是合并工单。在许多情况下,合并重复工单是为了避免困惑,确保代理的工作效率。

合并工单

当您将两张工单合并为一张时会发生什么?

合并两张工单就是合并它们的全部内容,包括与每张工单相关的个人备注标签。另外,被合并的工单保留并入工单的 ID,而原始工单则被删除。

如何在 LiveAgent 内合并工单?

  1. 登录 LiveAgent。
  2. 点击工单
  3. 选择工单。
  4. 点击右下角的更多(三点标志)
  5. 点击合并入。
工单合并功能

6. 点击搜索并选择您希望合并的工单或输入希望合并的工单 ID。
7. 点击选择。

合并Ticket

可选:勾选合并标签和收件人复选框。

  1. 点击合并入。
合并两张工单

合并可逆吗?

工单合并不可逆,因此请确保您只在需要时合并工单。从技术上来讲,如果您需要将合并的工单拆分为二,可以使用拆分工单功能。但是,这样不能取得希望的结果,因为工单不能回到原始状态。工单ID会发生改变,工单拆分的方式与之前合并的方式不同。

工单软件内的拆分工单功能 - LiveAgent


我可以合并所有希望合并的工单吗?

LiveAgent 帮助台软件能帮助您合并以下工单:

不过您不能合并来自知识库社交媒体的工单。初次之外合并工单没有其它限制。合并来自不同终端用户的工单也是可能的。

我可以合并打开的工单和完成的工单吗?

是的,您可以合并标记为打开、已回答、推迟和完成的工单。唯一不能合并的工单是已被删除的工单。

什么工单属性和工单价值被合并?

当您将两张或两张以上的工单合并为一张时,整个工单内容合并在一起。 包括全部工单串和工单备注。您还可以合并与工单相关的所有工单收件人和标签。

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在实际应用中合并工单是什么样子?

当您点击“合并至”按钮后,LiveAgent 的工单系统将合并您选择的工单。然后它将打开合并的工单串。您会发现系统创建了一条消息,告诉您工单已合并成功。系统还会为您提供可以点击的原始工单 ID (现已被删除)。

合并工单系统消息

虽然已被删除,您仍然可以点击工单 ID 随时查看原始工单。不过您不能对该工单采取任何操作,也不能“恢复”或将它从系统中清除(哪怕使用“x 天后清除被删除工单”的功能)。原始工单只有在删除新合并工单时才能被删除。

如何从工单合并中受益?

合并两张或两张以上相似内容的工单对顾客和代理都有十分大的益处。

避免重复工作

比如顾客通过不同渠道提交了两张完全相同的工单。举例来说,他们发送邮件但是没有收到立即回复,于是他们又使用了实时会话。合并两张工单可以确保实时会话工单解决后,不会有代理浪费时间解决邮件工单。

在这种情况下,工单合并将避免重复工作,降低代理工作符合并节省宝贵的时间。

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减少困惑,增加透明度

合并相同问题的工单可以为代理和顾客减少困惑。例如,想象您收到了关于同一问题的两张工单。没有人发现这两张重复工单,所以它们没有合并。您回复了其中一个,顾客感到很满意。但是几天后,您的同时回复了第二张工单,顾客产生了困惑。更糟的是,他们在不知情的情况下抹杀了您的工作。

您可以看到,这样会导致误解,顾客会感到困惑。

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更快的解决问题时间

我们最后一个工单合并的例子展示了该功能如何减少顾客等待时间和解决问题时间。假设某位用户提交了关于同一问题的三张工单。将三张工单合并为一张后,所有代理都能更轻松地解决这一问题。他们不用在不同工单中进进出出,所有相关信息和内容都可以在一张工单串内找到。因此合并工单能够更快地解决工单。

知识库资源

如需了解更多关于工单合并和其它相似功能的信息,请查看我们的知识库文章。相关 博客帖子、学院文章和术语库等。

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