We often have more than one open ticket per customer and need a way to ensure that our agents see other open tickets. Is there a way to have a pop-up or alert come up when a ticket is opened and there's another open ticket for the same customer? Ideally something with a check box that would require them to acknowledge before allowing them to proceed?
Flagging open tickets by user
Login to the community
No account yet? Create an account
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.
As of the moment, we don't have that feature that will pop-up or alert come up when a ticket is opened and there's another open ticket for the same customer.
Perhaps you can utilize the Context Panel in a ticket and viewing customer interaction history with a list of recent conversations, tickets, and other related events from the requester.
For more information on to use Context panel, please see this article:
Viewing customer context in a ticket
I hope this helps!