Proactive Alert for Existing Open Tickets per Contact / Account

Proactive Alert for Existing Open Tickets per Contact / Account

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.

Use case

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

Current situation

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.

Requested enhancement

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.

Why this matters

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



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