Checking for recently created tickets for same customer

[Paul Mosca]

Hi everyone

Is there a plugin that checks for the most recently raised tickets by a customer as you are creating a new one, as a visual confirmation by agent same issue was not previously raised?

[Peter Bengov]

Hi @Paul Mosca 

That's a cool feature, actually. I've came across a plugin which does something similar (not with a large visual component, but still useful). See Agent Extensions for Service Desk

Specifically you have this capability there: "Customer Domain" custom field 

I will note, you can also probably can create an automated comment for your agents which such a filter based on a JQL that searches for the organisation, i.e: 

Organizations = XXX AND resolution is EMPTY

 I would suggest to go with a path that shows more than a single request/ticket since maybe the last one wasn't about the specific topic the current request is about