Ticket helpers: fixed before, repeat problems, handoffs

Settings › Service desk › Ticket helpers has three switches. Every one is off until a workspace admin or a service manager turns it on, and each can be turned off again at any time.

On every ticket, the Fixed before card lists the two or three most similar tickets your team already fixed for the same customer in the last two years, the one on the same device first. Each shows its number, subject, the day it was fixed, who fixed it and the start of the note they left. When the customer has IT Glue documents whose names share a word with the ticket, their names show under the list, linked to IT Glue.

Press Is it the same? and Current reads only those fixed tickets and says in one line whether it looks like the same problem and what fixed it, for example "Likely the same as #4120: rebuilt the Outlook profile". Nothing is changed on the ticket. The card shows only tickets you can already open on the desk.

Every morning Current looks for the same problem at one customer: three or more tickets in 30 days (you can change the number from 2 to 20) on the same device, in the same category, or with very similar subjects. Workspace admins and service managers get a bell for each new one, and Service desk › Repeat problems lists them with their tickets and a suggested next step:

• Open a problem ticket: creates a ticket for the customer and links every ticket in the finding to it.
• Suggest a project: for a device that keeps failing or a problem that keeps coming back.
• Mark handled or Dismiss, with Undo for 24 hours.
• Draft a note to the account manager: Current drafts a short note, you read and change it, and it is emailed only when you press Send.

Alert tickets from your monitoring tool count too, grouped by the device and the alert itself, so the same disk alert on one computer is one finding. Press Suggest a fix and Current suggests the likely cause, two to four steps, what to do with the monitor (keep, tune or silence it) and a project when the fix needs planning. It never runs a script, changes a monitor or closes an alert. Suppress similar for 30 days stops Current raising that alert on that device; Tune the monitor records the change you will make in your monitoring tool.

When someone hands a ticket to another engineer or moves it to another board, the ticket shows a four-line brief for the next engineer: the issue, what was tried, what is left, and the state of the linked device. Change any word, and Add as internal note puts it on the ticket with one press. Nothing is added unless the person who handed it on presses the button.

The one-liner, the brief and the note are written by Current's AI from the tickets alone. Pausing Current in What Current may do stops all three; the lists and the card stay.