Finding an old ticket
How a customer finds something they raised eight months ago.
What is it?
The client portal lists every ticket the customer has raised, with search and filtering by status and date, and the full conversation on each.
Why does it exist?
Customers ask “what did you tell me last time?” more often than anyone expects. Letting them answer it themselves removes a call and settles most disputes before they start.
How does it work?
1
The customer signs in to the portal and opens My Tickets.
2
They search by subject, reference number or a phrase from the conversation.
3
They filter by status to separate open work from history.
4
Opening any ticket shows the entire thread and all attachments.
5
Replying to a closed ticket reopens it automatically.
WHO USES IT
Customers
WHAT MANAGEMENT ACHIEVES
Fewer “can you resend what you told me” requests, and a customer who can verify what was agreed.
In practice
A customer checks what the engineer advised in March before deciding whether to raise a new request in November.
See this screen in the real software:
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