Should I create a new support ticket or continue an existing request?
Choosing whether to create a new support ticket or continue an existing one helps keep investigations organized.
A single issue may involve several updates, while unrelated problems may require separate requests.
When should I continue an existing ticket?
Continue the original request when:
1. You have additional information about the same problem.
2. Support has requested clarification.
3. The same error occurs again during the investigation.
4. You have tested a suggested solution.
5. You need to report the result of troubleshooting.
6. You have identified another affected user or operation related to the same issue.
When should I create a new ticket?
A separate request is generally appropriate when:
1. The problem concerns a different feature.
2. The issue has a separate underlying cause.
3. The business impact is unrelated.
4. A new security incident has occurred.
5. The original request is closed and cannot be continued through the available interface.
What if several AI Employees are affected by the same problem?
If the behavior appears to have one common cause, describe all affected AI Employees in the same request.
Explain the similarities and differences between their failures.
What if two workflows fail independently?
Separate tickets may help if the failures are unrelated and require different investigations.
What if I accidentally submit duplicate tickets?
Use the available communication channel to identify the duplication.
Reference the relevant requests so Support can understand that they concern the same issue.
Does creating more tickets make the issue resolve faster?
Not necessarily.
Duplicate requests may fragment technical information and create unnecessary communication.
What if a previous issue returns after several weeks?
Reference the previous ticket and explain the new occurrence.
Whether a new ticket is necessary depends on the supported ticket lifecycle.
Recommended practice
Use one ticket per distinct issue, keep relevant updates together, and reference previous requests when reporting recurring problems.