u/Common-Flatworm-2625

We switched ticketing systems last month. Or we're trying to. Half the team still uses the old one out of habit. Someone submitted a ticket two weeks ago and I swear I responded to it. User then emailed me directly saying they never heard back. Searched both systems for 20 minutes. Found it in the old system marked as closed but I definitely didn't close it. Maybe someone else did? No notes on it though. Had to tell the user sorry we messed up and started over. This happens like three times a week now.