What should you do if a customer describes a new issue during an existing case?

The most appropriate action when a customer describes a new issue during an existing case is to update the existing case notes. This ensures that all relevant information is consolidated in one case, which helps maintain a clear and comprehensive record of the customer's concerns. By documenting the new issue in the notes of the current case, it allows for better tracking of the customer’s experience and facilitates a more effective resolution.

Creating a new case with a new number could lead to confusion and fragmentation of the customer’s history, making it more difficult for support staff to understand the context of the issues being reported. It is essential to keep all related information together to provide consistent and informed support. Therefore, updating the existing case notes is the best practice in this scenario, helping to streamline the resolution process and enhance the customer experience.