Currently there’s no easy way to see all the tickets connected to a contact from the ticket view in help desk. This would be helpful in:
1) identifying related/past issues
2) identifying duplicates created from new threads
Hello, thanks for your feedback! The team is currently working on building a new card that will reflect other tickets submitted by the same contact.
That’s awesome news! Thanks Rose!
Any idea when this option would come out? This is also something we really miss in our Help Desk.
Yes please! It’s essential for spotting duplicates and getting context.
It’s been “In Planning” for 3 months, though, which is discouraging. What’s the actual status?
Do you know when this option will be available? We also really miss having it in our Help Desk because it saves time and bandwidth.
Hi everyone! We released an “Other Tickets” card in early August that display any tickets associated with the same contact in help desk. More details can be viewed here.
To view the “Other tickets” card on the help desk sidebar:
- If the sidebar has not been customized: No action needed! The “Other tickets” card will show up automatically on the system default help desk sidebar.
- If the sidebar has been customized: The “Other tickets” card will not show up automatically on default or team sidebars that have already been customized by an admin. To add the “Other tickets” card to a customized sidebar, navigate to Help Desk settings > Sidebar customization and choose the sidebar view you’d like to update. From there, select “Add cards” and select the “Other Tickets” card (under “Standard cards”).
