Understanding the mindset of the customer is key when providing support. Equipping ourselves with the history of a customer’s previous support requests is equally necessary too. You don’t want to jump into a support call without understanding the issues the customer has faced in the past and if the issue is recurring at this time too.
Moreover, if a customer lets you know that he or she might have submitted multiple tickets for the resolution of the same issue, you must be quickly able to find and archive it. That way, you prevent another person from the support team wasting their time with the same ticket.
With this in mind, we have included the summary feature in the main ticket queue page and the ticket details page. In a ticket, just click on the customer name to see the number of tickets created so far and number of tickets pending in the queue.
The same details are available when you click on the customer name in the ticket details page as well. The summary view, is just that and it doesn’t link to the tickets raised by the customer.
To see the tickets raised by the customer, click on his/her name. You’ll be taken to the Contact Details page and from here, you can unearth all past contacts with the customer!