I am working with Support and we take care of all incoming customer tickets.
When I am on the ticket overview page and I hover with my mouse over a ticket, a window pops up that shows the initial message of the customer. But I am more interested in the last interaction (no matter if customer or agent interaction) .
I sometimes need to check on the current status of a ticket to make sure it has been taken care of and to avoid any oversights. Currently I can only do so by entering each ticket to check what happened last.
If I would see the last interaction directly from the overview page by hovering over the respective ticket, I would know the current status at a glance and it would save me a lot of time and extra clicks.
I am referring to the box shown in the screenshot below:
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