Hi @minzpie,
Do you mean to open his old ticket in a new tab? Or do you mean to stay on the same screen and see all of his ticket history? When you mention “while” the client is answering the newest ticket: do you mean, that the agent will be waiting on the ticket screen while the client is typing? Or do you mean something else?
I mean if it is possible that the agent doesn’t have to change the screen but can see the old tickets of the client while having the pending open. So basically
When someone opens a ticket and I click on that, is there a chance to see his previous tickets as well?
Best regards
Marco
Hello @minzpie,
Yes, when using the productivity add-on (https://getawesomesupport.com/addons/productivity/) while editing the tickets you can see the other tickets for the customer.
Hope that helps! I’ll mark this as resolved, but if you have any follow up questions, please post here and I’ll answer them.
