different customers same problem [SOLVED]

[tl06799]

It is possible to insert different customers in the same incident?.
the problem is if you have the same problem at the same time with different customers is possible create one incident per customer inserting only the information one time.
for example in a telephone ticket inserting in the field from test_customer1 ; test_customer2; test_customer3

[ferrosti]

AFAIK this is not possible.
Usually these customers will all open one ticket each, which will be merged by your agents.

[crythias]

or linked?

[tl06799]

When is better merge and when link?

[crythias]

Merge is when you want one ticket number for both incidents. For instance, a customer creates a new ticket on an existing incident. It is considered a duplicate, so you merge to the original. It becomes *one* ticket and has one customer, one owner, and optionally: one responsible, one supervisor...

Link is when you want one ticket to refer to another. When you receive a ticket that has multiple parts and you want to actually close part of the ticket, you can split the ticket, remove extraneous information and assign those parts to the appropriate queue as new tickets, which are linked to the primary ticket as a parent-child relationship.

If you have different customers same problem, you may find *split* to be one of the easier ways to duplicate the ticket for another customer. The first customer reporting the issue is the parent, and the next ones are split-children or siblings of the original. The tickets are referenced and closed individually as if they had no relation to each other, but the relationship is shown at the bottom of the zoom. If the customers are creating tickets on the same issue, then *link* can be used.

You can choose either a "Normal" link (links are "siblings") or "Parent/Child" or define your own in the Config Options.

[tl06799]

Great Thanks