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Pop-up alert that there are similar tickets to merge



Posted Aug 19, 2024

Our agents are very focused on AHT, and don't always remember to go to the Intelligence panel, or to the Requester Interaction History to locate tickets to merge.

 

It would be nice to have an alert pop up when they get on the ticket in play mode that directs them to the knowledge that the user has multiple open tickets. 


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Pedro Cerqueira

Zendesk Product Manager

Hi Molly Fields ,

Just to let you know we expect to provide a nudge to allow agents to know that there are tickets available to be merged in the near future.

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