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.
The Related Tickets app allows you to see related tickets based on the same custom field values of other tickets.
Example use cases:
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.
Contact us if you have any questions, comments, or feature requests regarding this app.
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