A key feature of KORE Ticketing is its powerful deduplication process. It detects when the same customer is associated with more than one ticketing account in your vendor’s ticketing system. We then combine these into a single CRM contact. While very useful, it can occasionally be confusing when certain contact information seems to be missing. This happens because we treat one of the ticketing accounts as a “primary” source of information and the others as “secondary”. The secondary ticketing account’s information is still available to you, and you can change which ticketing account is primary.
Processing ticketing accounts
When KORE Ticketing receives the latest data from your ticketing system, we check our mapping table to see if we already associated it with a CRM contact. If a ticketing account doesn’t match any of the ones we’ve seen before (that is, it’s not in our mapping table) and it isn’t a duplicate, we create a CRM contact and map it to this as the “primary” ticketing account in our mapping table. But if we instead find it to be a duplicate, we add a mapping from the CRM record to it as a “secondary” ticketing account. We present these in your CRM as a single contact, but we do not change these accounts in your ticketing system—we only read from it during processing.
As an example, suppose there are two ticketing accounts which KORE Ticketing is seeing for the first time. Tyrone Smith has one ticketing account (2001) which he uses to make purchases on behalf of his company, and a separate ticketing (3004) account which he uses to buy tickets for his family.
When ticketing account 2001 is processed, we don’t find a match for Tyrone during deduplication. We create a new CRM contact, map it to ticketing account 2001, and label 2001 as the primary ticketing account. But when we process ticketing account 3004 afterward, we recognize it as a duplicate since the email addresses match. We therefore map the CRM contact to ticketing account 3004 also, but label it as a secondary ticketing account.
As a result, Tyrone Smith’s CRM contact displays his business contact information from ticketing account 2001, not his home information from ticketing account 3004.
Accessing secondary information
In most CRM views, details from only one ticketing account can be shown for a contact; we use the primary ticketing account for this. But KORE’s Contact Search Wizard (CSW) still has access to information from the secondary ticketing account and uses it to match queries. This may sometimes produce search results that look “wrong” but aren’t—the results display primary details even though the search matched on secondary details. To view the secondary details, open a CRM contact and then open the Ticketing Account Details (TAD) screen.
Continuing our example, you might enter Tyrone Smith’s home phone number into the search criteria. CRM_ID 5007 would be in the search results, but it would still display Tyrone’s work phone number since his home phone number is secondary information. If you open that CRM contact and bring up the TAD screen, you’ll find Tyrone’s home phone number and address.
Each ticketing account has an ID number associated with it. From the Ticket Data Manager, you can change which ticketing account KORE will treat as primary. This allows you to change which set of details are displayed on the CRM contact page. (CRM managers can choose to disable this feature.)