Vision for Agents
This feature would significantly reduce the number of duplicate case handling situations the team faces daily.
Currently, one agent may respond to a request, and later another agent ends up handling a different ticket related to the exact same case. In the end, both tickets need to be merged, resulting in unnecessary duplicated work and lost productivity.
Today, we rely on Explorer to identify tickets with the same value. However, there is a limitation: if we include the Ticket ID in the rows, we lose the aggregated quantity view. This forces agents to manually drill down into the data every time to investigate duplicates.
Ideally, Zendesk could provide a dedicated view or query feature that automatically displays all tickets from the same requester or organization where the “License Plate” field has the same value across multiple tickets.
This would allow agents to quickly identify potential duplicates directly within Zendesk, without the need to search the entire database through the API.