Tell a Customer a Duplicate Request Will Be Linked to the Original

Before you write

Use this example when a second support submission covers the same issue and the team needs one active conversation without losing new information. Gather the details below so the recipient can act without asking you to reconstruct the situation.

• Original and duplicate references
• Any genuinely new evidence
• Owner of the continuing case

An email you can adapt

The subject “Continuing your request under [original reference]” identifies the request. Replace each bracketed field with a checked detail and remove any sentence that does not describe your situation.

Subject: Continuing your request under [original reference]

Hi [name],
Your new request [new reference] appears to concern the same issue as [original reference]. We will continue the investigation under the original case and preserve any new relevant information from this message. Please use [original route] for further updates so the team can see the complete history. If the new request concerns a different issue, tell us what differs before we link it. Linking does not mean the issue is resolved.
Best, [sender]

Check the boundary

Check that the requests are genuinely duplicates and preserve new evidence before changing case organization.

What a useful reply should settle

The customer should know which reference remains active and have a chance to identify a distinct issue.

Verify that relevant updates appear in the continuing case and that the responsible owner is aware of them.