While creating tickets agents have to mostly go back and forth to check for any similar or duplicate tickets. To avoid this we have introduced “Suggest Tickets” feature.
This would enable agents to look for similar tickets as they create new tickets. The suggestion would change as the agents gradually fill up the create ticket form.
The ticket suggestions are clickable and on clicked open the ticket details in a different tab. Agents can hence request the customers or users on the other end to reopen an existing ticket if required.
Note for Administrators:
This feature has been enabled to all the users.
Launch Details Release track:
Launching to both Rapid release and Scheduled release
Rollout pace: Immediate
Impact: All end users
Action: Change management suggested/FYI