Why You Should Update an Existing Ticket Instead of Creating a New One

When something isn’t working, it’s natural to want to provide updates or make sure IT sees your message. Sometimes that leads to multiple emails or multiple tickets for the same issue.

While well-intentioned, creating multiple tickets for one issue can actually slow things down.

This post explains why replying to an existing ticket is important and how it helps resolve issues faster.

What we mean by “multiple tickets”

This happens when:

  • A new email is sent to support instead of replying to the ticket email

  • A second ticket is opened for the same issue

  • Updates are sent outside the original ticket thread

From the client’s perspective, it feels like providing helpful information. Behind the scenes, it creates confusion.

Why multiple tickets slow down resolution

1. Information gets split

When updates are spread across multiple tickets:

  • Important details may be missed

  • Technicians may not see the full history

  • Time is spent reconciling duplicate requests

One ticket = one complete story.

2. Work can be duplicated

Multiple tickets can result in:

  • Two technicians working the same issue

  • Conflicting troubleshooting steps

  • Delays while tickets are merged or closed

This wastes time and can extend downtime.

3. Prioritization becomes unclear

Each ticket is prioritized separately. Duplicate tickets can:

  • Appear as multiple unrelated issues

  • Skew urgency or impact assessment

  • Delay proper escalation

A single ticket keeps priority accurate.

The easiest way to provide updates

When you receive a ticket confirmation email:

  • Reply directly to that email to add updates

  • All replies are automatically added to the existing ticket

  • The assigned technician is notified

You don’t need to start a new message — just reply.

When to create a new ticket

Please open a new ticket only when:

  • You have a completely different issue

  • The original issue has already been resolved

  • A new request is unrelated to the previous one

If you’re unsure, replying to the existing ticket is usually the safest choice.

Why this matters for speed and accuracy

Keeping everything in one ticket:

  • Gives technicians full context

  • Prevents missed details

  • Improves response times

  • Creates a clear record of the issue

It also supports proper documentation and accountability, which align with best practices and compliance expectations such as HIPAA, CMMC/NIST, PCI-DSS, and general service management standards.

Our recommendation

To help us resolve issues as quickly and accurately as possible, we ask that:

  • Updates for an existing issue are sent by replying to the ticket email

  • New tickets are created only for new, unrelated issues

  • Duplicate tickets are avoided whenever possible

If you’re ever unsure whether to reply or open a new ticket, replying to the existing ticket is the best first step.

We appreciate your help in keeping support efficient and organized — it truly helps us help you faster.

Al Davis