Show last few tickets or open tickets when entering a new ticket

7 votes

We would like to see the last few tickets for a client when entering a new ticket.

When a client calls, we ask if they have a ticket, we start a new ticket and help the client. We find that we end up with multiple duplicate tickets for the same issue. (ie. Client sends in a ticket via email, then calls the service desk as they are in a rush.)

In other ticket systems we have used, when entering a ticket, we get a popup showing the last X (normally 5) tickets for that company and user.

Ie. We enter the company name, the popup (side bar) shows the last 5 tickets for this company.

Ie. Then when we choose the user we are working with, the popup (side bar) filters the company showing only the tickets for this specific user.

Under consideration Suggested by: Doug Upvoted: 03 Jan, '23 Comments: 0

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