Support reports and case scope
Identify requested outcomes, affected records, repeated reports and conversation context.
Separate requested outcomes inside one support ticket
Track a failed task and a separate customer question without letting one answer close both.
Define which customer records a reported failure affects
Separate observed failures, tested unaffected records and records that have not been checked.
Consolidate repeated support reports without losing a new failure
Match the failure occurrence and requested outcome before treating another contact as the same case.
Attach a customer reply to the issue it actually answers
Use the referenced case and content instead of whichever ticket was most recently opened.
Distinguish an unfinished fix from a new recurrence
Keep the earlier recovery evidence and identify whether a later report concerns the same execution.