Identify the subject of each reply
Synthetic conversation has T-41 for an export problem and T-42 for a login question. The customer replies “T-41 now includes row A”; a second reply says “still cannot sign in” without a case reference. The first belongs to T-41. The second can be associated with T-42 after checking the conversation context, while an unrelated screenshot remains unassigned until clarified. A reply in one thread can concern a different case.
| Reply | Case evidence | Assigned case | Effect |
|---|---|---|---|
| P-1 | Explicit T-41 and row A | T-41 | Evidence for export outcome only |
| P-2 | Sign-in context matches T-42 | T-42 | Login remains unresolved |
| P-3 | Unlabelled unrelated screenshot | Pending association | No case closed from it |
Apply a reply to its supported subject
- Read explicit references
- Compare reply with conversation context
- Record association evidence
- Update only that case outcome
Conflicting case references require clarification; the latest ticket is not the default answer.
Does P-1 prove the login issue is fixed?
Show the worked answer
No. It confirms an export observation for T-41. T-42 still has the unresolved sign-in report P-2.
If the reply's subject remains unclear, resolve that association before using it to close either outcome.