When a ticket is open the side panel shows you a timeline of recent tickets raised by that user.
It would be helpful if the system had a parameter that allows customers to specify if it lists tickets raised by the user or by the company.
For instance person a from company 1234 might raise a ticket with us that agent Bob is working on
If person B, C and D from company 1234 also raise tickets for the same issue they are likely to be allocated to a different agent - if the agents working on tickets for person B, C and D could see that we already have a ticket from that company for this issue it would prevent duplication of effort.
I understand that seeing the requesters timeline is useful for many organisations which is why i suggested having this as a parameter, rather than a change
