Well I seam to have answered my own question, the history
that is pulled up when you start a new email ticket or phone ticket is searched
by the customer ID, we are putting the contact name in for this field as we
don't have customer id's anyone have any suggestions on how to get the history
to display the last few tickets and get around this so we don't have to merge a
ton of ticket because of duplicate calls to our desk?
Does, anyone know
what controls the history that is listed when opening a new phone ticket?
I'm seeing odd things such as it will list tickets a week old and
closed but will skip over some ticket that are open.