Hello Zoho Desk Team,
Greetings, and hope you’re doing well.
We would like to submit a feature request aimed at improving agent awareness and efficiency when handling tickets in Zoho Desk.
When an agent opens a ticket (new or existing), it is often critical to know whether the same contact or account already has other open tickets. This helps agents:
Avoid duplicate or fragmented responses
Address multiple issues in a single interaction
Identify recurring or escalating problems early
Provide a more consistent customer experience
We are aware of the existing ways to discover this information, such as:
Hovering over the contact name → clicking View Metrics
Checking the Timeline tab
Clicking the contact name to navigate to the contact record
While these options technically expose the data, they are all manual, hidden, and easy to miss during day-to-day ticket handling, especially for busy agents. In practice, agents often proceed without realizing that multiple open tickets already exist.
We request a proactive and prominent alert directly on the ticket view when other open tickets exist for the same contact or account. For example:
A banner, warning, or popup shown on ticket open
A clearly visible indicator near the contact name
An alert that summarizes the number of other open tickets
This alert should be automatic and not require the agent to hover, click, or navigate away from the ticket.
This information is operationally critical and should not rely on agents remembering to perform multiple manual steps. Making it proactive would:
Improve agent efficiency
Reduce duplicate work
Improve customer satisfaction
Help teams manage high-volume or repeat-contact customers more effectively
We understand concerns about UI clutter, but even a subtle, well-designed indicator would be a major improvement over the current manual discovery process.
Thank you very much for considering this request and for continuously improving Zoho Desk.
Kind regards,
Ram