When I associate an email with a ticket from a contact or company record, the association panel only shows the ticket name. There is no indication of whether a ticket is open or closed, nor which pipeline or stage it is in.
For customers with a single ticket this is fine. But as soon as a contact has several tickets, for example one open service request and three closed ones from previous years, I have to guess which one is the right one, or open the ticket records separately to check the status before I can link the email. That costs time and leads to emails being attached to the wrong, already closed ticket, which then reopens or pollutes an old case.
What I would like to see in the association panel:
- The ticket status shown next to each ticket name (Open / Closed, or the actual pipeline stage).
- A visual distinction between open and closed tickets, for example closed tickets greyed out or shown below the open ones.
- A filter or default view that lists open tickets first, with closed tickets collapsed under a “Show closed tickets” toggle.
- Optionally, the ticket create date and pipeline name, so tickets can be told apart when names are similar.
The same information is already visible in ticket list views and on the ticket record, so it would only need to be surfaced in the association panel as well. For small teams that handle service emails manually, this would make linking emails to the correct ticket a one-click action instead of a search.