Ability to create a ticket directly from a contact page

wrongecho

As an agent, I want to be able to create tickets directly from a contact record so that the ticket creation flow is smooth and efficient.

I think the ability to create tickets from contact pages/records would be especially helpful when you're on the phone to a client contact or looking up an old case for them. The client & contact would also be prefilled for you in the ticket create form.

This would also help pave the way for future soft phone integration (some clients can be configured to automatically launch a URL to search a contact based on their caller ID number - you pick up a call and you have all their tickets in front of you automatically, with the ability to even more quickly create new ones).

aftechro

What we are using, when a call is answered, an url will open for creating a new ticket. in the create new ticket modal, i can either search for exiting contact or create a new contact in the modal.

If exiting contact shows, then it will show me all his ticket, for which i can click and open if the call is about an exiting ticket, or if i need to open a new ticket, i have that option too.

but having the phone number recognize in the db, and follow your propose action, makes more sense i suppose 😃