Our agents use the Interaction History in the context panel to check for previous conversations with members. To keep up with live channels demand having all ticket information in 1 spot is ideal.
Under Review
Display Archived Tickets - Interaction History
Including archived tickets in the interaction history is also essential for our warranty team. We frequently need to verify whether a customer has submitted a previous claim (often dating back several years). Requiring the team to manually navigate to the user profile adds unnecessary friction and slows down the resolution process. Streamlining this by displaying archived tickets directly in the history panel will significantly improve efficiency
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This is a great feature request and I have added it to the backlog for future consideration. This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community.
Thank you again for your feedback and for being a valuable customer with Zendesk.