Duplicate Tickets in BSS

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  .

Note- The agents also need to mentioned the duplicate ticket id in the notes of the assigned ticket