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feature request - recipe to reference existing tickets

  • May 27, 2026
  • 1 reply
  • 7 views
Sean13

Getting into this EAP, so much potential. 

I think a great out of the box feature would be the following.

I am confident one could do this with a bit of API work but would like to see some "use case option" to address this for ease of use.

 

1. End-user calls into voice

2. Agent recognizes or authenticates end user

3. Agent identifies open tickets and asks end-user if call is regarding their open ticket

4. If yes, transfers call to assigned Agent on referenced ticket

 

 

Best answer by Rohan Gupta

Hi ​@Sean13 ,

 

Thanks for the feedback! we have added the item in the backlog, we constantly go over backlog for items to prioritise. We will update when this makes it on our roadmap.

 

-Rohan

Sean Morrissey

    1 reply

    Rohan Gupta
    • Rohan GuptaProduct Manager
    • Product Manager
    • Answer
    • June 2, 2026

    Hi ​@Sean13 ,

     

    Thanks for the feedback! we have added the item in the backlog, we constantly go over backlog for items to prioritise. We will update when this makes it on our roadmap.

     

    -Rohan

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