Case Association / Merge
Anoushka Das
Published:
05/14/26 8:32 AM
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When a customer contacts us again on the same issue, a new case is created instead of being treated as a follow-up on the original parent case. The current association option only links conversations/messages between cases but does not solve the core problem — agents are still required to assign a category and subcategory to the new case before closing it, causing both cases to appear separately in reporting with different counts and categories.
Required outcome: (1) Follow-up interactions treated as part of the original case journey. (2) Reporting does not count the follow-up as a separate case. (3) Categories and subcategories remain aligned under the parent case. (4) Duplicate case counts in reports eliminated.
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