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Repeated user notification

  • July 5, 2021
  • 1 reply
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V

We are having a bit of a problem with users creating multiple tickets. That means that potentially two or more agents can speak to the same user about the same issue without knowing it. 

I know we can check the created tickets in user profile, but it feels it isn't agile that we have to check every single user's profile in order to find out whether or not they have contacted us before. 

There should be a way to notify about this straight in the duplicate ticket. 

Interested to know how others solve this problem.

Thanks! 

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    1 reply

    Amie11
    • Amie11
    • July 5, 2021

    Hey Vlad,

    There are a few things that come to mind here to help solve this in Zendesk. 

    - Using the Customer Context interface which is available on the new Agent Workspace.

    - If you're using the standard interface (non agent workspace) you could install the Zendesk User Data app from the Zendesk marketplace which gives the agent an overview of existing tickets of the customer without needing to navigate to the users profile

    - You could look at installing the Ticket Merge app from the marketplace also which can automatically merge duplicate tickets together so agents don't need to worry about it. 

    Hope this helps. I've used all 3 options in the past for my clients. All 3 work well but the paid Ticket Merge app is probably the best option. :)

    Best,

    Amie

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