Advisors can access a customer’s ticket history from multiple locations within the web dashboard and mobile app and quickly navigate to any ticket for additional context. When necessary, they also have the option to merge related tickets - merge a customer's tickets.

How to view a customer's ticket history

Inside a Ticket on Mobile 

1. Click inside of an existing ticket
2. Click the three dots in the upper-right hand corner
3. Click Customer History

Inside a Ticket on the Web Dashboard

1. Click within an existing customer ticket
2. The ticket will open under “All Activity”
3. To the right of that, click “Customer History”
4. Click on the ticket number or title to view previous tickets

Inside the Contacts page 

1. Click on the contacts page
2. Search or click on the customer whose history you want to view
3. Locate the ticket history at the bottom of the contact page