Merged tickets appearing twice in the support view

Ticketclosed

Larkspire Software · Merged tickets appearing twice in the support view

Kiran Bassi reported merged tickets appearing twice in the support view, which made weekly numbers look wrong. Bethan Lister asked for the history on one ticket; the evidence does not show the cause.

Priority normal

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What happened

What this says

As at Fri 9 Oct 2026

Kiran Bassi reported merged tickets appearing twice in the support view, which made weekly numbers look wrong. Bethan Lister asked for the history on one ticket; the evidence does not show the cause.

Problem: Kiran reported that merged tickets showed twice in the support view, with the older entry carrying the original requester and the newer one the merged requester, and said the weekly numbers looked wrong.

Handling: Bethan Lister asked for the history on one affected ticket. Kiran replied on 1 Jul 2026 and offered examples. The first response came 477 minutes after creation on 30 Jun 2026.

Watch: The ticket was solved on 6 Jul 2026 and closed on 10 Jul 2026, but the evidence does not show the cause or a fix for the duplicates.

AI · claude-haiku-5-5 · as at Fri 9 Oct 2026

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Details

Updated 9 Oct 26

Prioritynormal

Statusclosed

Categorydata_quality

Channelweb

First response (min)477

CSAT5

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created · Kiran Bassi 30 Jun 2026 15:40
Hi, some tickets are showing up twice in the support view after they've been merged in the helpdesk. It's making our weekly numbers look wrong. Thanks, Kiran
Public reply · Bethan Lister 30 Jun 2026 23:37
Hi Kiran, just so I've got this right, merged tickets are showing as two entries in the support view? Could you open one of the affected tickets and tell me what the history shows? I've picked this up. Thanks, Bethan
Public reply · Kiran Bassi 1 Jul 2026 11:08
Hi Bethan, yes, the merged ones show twice. The older one has the original requester and the newer one has the merged requester. Let me know if you need some examples. Kiran
Status change · Bethan Lister 6 Jul 2026 15:55
Status change · 10 Jul 2026 23:59

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BG-Demo is a fictional company; every organisation and person here is invented. B-Viz is the tool. Data as of Fri 9 Oct 2026. Help & Support

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B-Viz is one place to read everything the company knows about its customers: the CRM, calls, emails, support tickets, product usage, invoices, documents, news and HR. Every page is built from those systems and the data is current to Fri 9 Oct 2026.

How to use the site

Summary is the landing page: what happened this week, the calls just held and the calls coming up, the risks and the renewals due.
Organisations lists every customer. Open one to see its key facts, the AI assessment and next step, platform usage, the ARR journey, deals, documents, contacts and activity, and the lineage of every block.
Conversations, Commercial, People, News and Documents cut the same data by topic. System explains how the site is built and where each figure comes from.
Every card ends with a small made from link: it opens the lineage explorer focused on that card, so you can walk from the figure down to the raw rows it came from.
Use the sun and moon button at the top right to choose dark or light. Choose your device's own mode again to go back to following the device.

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Press Ask B (the speech bubble) in the header, or open the Ask B page. Type a question, or pick one of the suggestions.

Ask B sends your question to Claude through the B-Viz connector. Claude answers from the same records as these pages, read-only, and links each claim to its source page.
Find (the box in the header) finds the organisations, people, calls, emails, tickets, documents and news that match your words, with links to their pages.
The same connector works in Claude Desktop or the B-Viz Claude Project, with the same answers and sources.

What the data covers

Data	Records
Organisations	300
People at customers	1,880
BG-Demo staff records (in post and leavers)	65
Calls	2,593
Email threads	3,882
Support tickets	1,502
Documents	1,582
Deals	403
Invoices	365
Events	49
News items	147

Data as of Fri 9 Oct 2026. Text marked AI was written by the AI from the records listed in its made-from link; an AI output that cannot cite its evidence is refused and the previous text kept. Where two systems disagree (for example a contract and the CRM), the key facts show both values and mark the difference.

BG-Demo is a fictional company: every organisation, person and figure here is invented for this demonstration. B-Viz is the tool that reads its data.

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Email info@b-viz.com or talk to your B-Viz account team. Tell us the page address and what looked wrong; a screenshot helps.

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