When agent creating new ticket, show open tickets from same requestor
When an agent is creating a new ticket, it would be helpful if as soon as a requestor was entered FreshService would present a list of existing open and/or recent tickets from the same requestor. Then our agent could see at a glance if this person already has a ticket open for the same issue and add to the existing ticket rather than continuing to create a new one.
Take that a step further, and when the agent enters the ticket subject, freshservice could show a list of other tickets and problems with a similar subject, in case another user has already put in a ticket for the same issue. Then the agent could click to view that other ticket and review any notes on it, or link the new ticket to an existing problem.
2 people like this idea
I'm not sure this is something we would want. Something similar happens when associating a problem to an incident, which seems about right. But this is irrelevant information for the majority of our first line technicians. It would clutter their UI rather than be a help.