When a call comes into RingCX in the Zendesk widget, it searches for all open tickets where that customer is the Requester on the ticket and allows you to select one, which is great.

However, it would be extremely useful if we could search for and select ANY Zendesk ticket. We VERY often get calls regarding tickets that are not from the Requester, and since we cannot select the existing ticket, we need to create a new ticket and merge it, which is tedious and messy. Being able to select any ticket from the widget and not being locked to just tickets with the caller as the Requester would greatly improve our workflow.