Viewing Contact Tickets and Activity

A contact record provides context for the person's relationship with the Helpdesk.

Ticket history

Review related tickets to understand previous and current support requests.

This can help identify recurring issues, previous resolutions, and open work.

Activity context

Where activities are linked to the contact, review calls, tasks, events, or other supported activity records for additional context.

Company context

If the contact belongs to a company, the company relationship may provide additional organizational history.

Using history effectively

Before responding to a new request, review relevant existing records so the customer does not need to repeat information already available to the support team.

Do not assume every historical ticket is relevant. Use dates, subjects, statuses, and other available information to identify the records connected to the current request.