Plan requirement
| Subscription | Any plan |
| Access | Agent |
The customer's last five tickets beside this one, and their colleagues' too. The third ticket about a problem needs a different reply from the first.
Use it
- Install the app from the Marketplace. On the installation page, give it a title and set the group and role restrictions if only some agents should see it.
- Open a ticket. The app shows the most recent tickets, users and organisations connected to this requester.
- Open one if it looks relevant.
The users and organisations are the half people forget. On a ticket from a large customer, seeing which colleagues have written recently is often more use than the requester's own history.
Why it matters more than it looks
The third ticket about the same problem needs a different reply from the first. Without this, an agent answers as though it is the first, and the customer has to explain that they have been here before.
That moment is where a lot of frustration comes from, and it is entirely avoidable.
What to look for
- The same subject recurring. The earlier answer did not hold.
- Several tickets in a short period. Something larger is going on.
- An open ticket elsewhere. Two agents may be working the same thing.
Glance, do not read
Subject lines and dates are enough to spot a pattern. Opening all five before replying costs more time than it saves on most tickets.
Install it for everybody
Unusually for an app, this one is useful to every agent handling customers. It is one of the few worth having account-wide.
It depends on the customer being matched
Somebody writing from a second address shows as a new customer with no history. That is a reason to merge duplicate records rather than a limitation of the app.
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