Identify carefully
Anonymous chat visitors can be named when reliable details become available. Use information the customer provided and avoid guessing identities from partial matches.
Link the right record
Search for the existing customer before creating or linking another profile. Compare email and prior conversation context to avoid merging unrelated people.
See their previous tickets
Under the customer on any ticket, Previous tickets lists the other tickets from the same person, newest first, with each one's status and when it last moved. Press one to open it beside the ticket you are on. A first-time customer is marked as such, so you know when there is no history to check.
Use history with judgement
Previous tickets can explain preferences and earlier fixes, but always confirm that old details still apply. Keep the current response focused on the request in front of you.