Duplicate Tickets - SOP

• No one will close duplicate ticket without providing complete resolution to the customer
• In case of duplicate ticket , if customer is CNR then we need to follow CNR process separately for both the cases
• Agent can resolve the duplicate tickets after providing the resolution to the customer
• In case agent provided resolution to the customer and there is a pending duplicate ticket then the assigned associate need to call the customer in case customer is CNR then we can close the ticket . We need to do 1 attempt (2 calls) only . we won't refer and close the case directly without calling the customer