Our income Account is linked with our customer built user tracking program and when a customer reaches out to us using contact info we have on file it will group all that information into a single thread. However if that customer calls or emails us using contact info NOT on file it starts a new thread. I have two specific questions.
1) Is there a proactive way that we could automatically catch that the same person has reached out on different email. maybe a way to track the IP address of the computer they are using.
2) in cases where someone reached out using a different phone number can we attach or combine two different threads?
As a customer service team it is getting confusing when we have to track the same issue over multiple different threads.