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The ticket number can be used to locate the ticket. It is found in any TeamHeadquarters-generated email that references the ticket and on most reports. If a specific ticket is referenced by a customer, it is highly likely that the last 5 digits of the ticket number will successfully locate the ticket using the Ticket Monitor and its filter for Ticket Number Contains.
The customer's name can be used in the Ticket Monitor with its Text Filtering. Alternatively, try using the Contacts system to locate the customer, and then identify the ticket on the Customer Activity Report.
The filtering options for queues and Ticket Monitor can be used to locate tickets with any combination of selections for text, categories (product, location, next step, ticket type), dates (created, last modified, next action date), responsible party, etc.
The queue reports each have a drill-down capability to list specific tickets.
