Is there a way to display tickets with the same requests from the same users?

6 Comments

  • Thomas de Silva
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    Hi Maksim Ugolnikov.

     

    Please take a look at these 2 apps:

     

    #helpsome regards,
    Thomas de Silva
    Zendesk Consultant @ helphouse.io

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  • Maksim Ugolnikov
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    Hi Thomas,

    Thanks a lot for the apps - they'll help a lot!

    Another question about the User data is: how long back in time does the data go?

    For example, we have a new ticket from a user and also there was a ticket from that user in August of last year, but User data displays only the new ticket.

     

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  • Brett - Community Manager
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    Hey Maksim,

    You should be able to view the ticket history of the user from the customer context tab. More information in the link I've attached for you.

    Let me know if that's not what you're looking for!

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  • Dan Cooper
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    Hi Maksim Ugolnikov,

    Zendesk has the user data app code available on GitHub and it looks like they are using one of the list ticket endpoints to pull user tickets (specific code here).  This API endpoint filters archived tickets which would explain why you aren't seeing really old tickets in the scenario you describe. 

    According to article on archived tickets linked above, it looks like Customer Context would also not show these archived tickets. However, a quick click to the user profile of a customer from the breadcrumbs along the top will show you their previous tickets - including archived tickets. You can identify other sources using the article that work best for you as well that would include archived tickets.

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  • Maksim Ugolnikov
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    Hi Brett and Dan,

    Thanks for the explanation!

    One more question regarding the Show related tickets app, if you don't mind: what's the logic behind the appearance of the tickets there?

    I realise, there are topically related tickets displayed, but they are always from different periods of time. is there any way to set up so that only the most recent related tickets are displayed?

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  • Dan Cooper
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    Hi Maksim Ugolnikov,

    I don't use the Show related tickets app, but it looks like Zendesk has a related_tickets_app repository on GitHub that may align with this app. This line seems to indicate that there is a stack rank for sorting based on status. 

    There are probably more variables at play, but having Solved and Closed ranked early might indicate why older tickets populate first.

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