For this specific question, I will give an example of a time I worked at Coinless. I had a customer who was upset because their ACH deposit was rejected twice without communication as to why their ACH deposit was rejected. Upon further investigation, I acknowledged the user's concern and advised the user that I would work on resolving their issue right away. Upon further investigation, I realized that the finance team did, in fact, contact the agent. They contacted the agent twice, requesting a set of documents. Typically, in this response, my duty would be to merge those two tickets. However, I felt that that was not necessary because the user wasn't aware of the initial response. I felt that it wouldn't help to merge those two tickets because the user wasn't aware of the initial response. I felt that it wouldn't help to merge those two tickets because the user wasn't aware 