How the Related Tickets App works

Many customer support teams have the need to see related tickets containing the same values, for example if another customer service agent already opened a Zendesk ticket for the same order. To search for related tickets manually costs time, that could have been more useful in solving more complex customer issues. The Related Tickets app is an easy way to address and solve this problem.

Overview

The Related Tickets app allows you to see related tickets based on the same custom field values of other tickets.

Example use cases:

• Tickets containing the same OrderID
• Tickets with same CustomerID in ticket fields
• Tickets containing a BackendID
• Tickets containing equal Real-estate ID
• Tickets related to the same Assets/SubscriptionIDs etc.
• Many more functions

This is especially helpful when Zendesk tickets get created through Zendesk Guide Forms or via API, which come with prefilled custom fields by clients or backend processes. The app only shows data when matching tickets are found.

Features

• Specify additional fields to show alongside with the tickets, like: Other custom field; Create-Date; Assignee; Status; Form; Tags
• Configure use cases in the navigation sidebar
• Specify field values that will be used in search for related tickets
• View related tickets based on field content directly in the ticket sidebar

App inquiries

Contact us if you have any questions, comments, or feature requests regarding this app.

About Leafworks

At Leafworks we build custom apps and bring value to your Zendesk implementation project. Feel free to get in touch with us regarding your Zendesk-related challenges. We are happy to develop your Zendesk app. As Zendesk implementation advanced partner & premier partner we look back on long-term and extensive experience.

Our team consists of Zendesk implementation consultants, developers and creatives. We are looking forward to your project. Book a free consultation here. We are happy to hear from you.

More from Leafworks

Contact

Mail: zendesk@leafworks.de Web: www.leafworks.de