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