Automatically view existing tickets that contain a specific phone number.
In addition to email address, you can now view all existing tickets that match a customer’s phone number when manually creating a ticket. Understand important historical context of previous interactions customers have had with your business before closing the loop.
To automatically search tickets by phone number:
- From the Actions tab, click Create Ticket.
- Enter the customer’s phone number under Customer Information. Any tickets that include the same phone number will populate under Matching Tickets. Click in to the matching ticket to view all details.
- Enter remaining information in the Create Ticket form and click Create once finished.