Methods and systems handle interactions relating to customer accounts by determining the status of existing trouble tickets and then taking an action on behalf of a customer service agent based on the determined status. If no trouble tickets are currently unclosed for the customer account, then a new trouble ticket is opened. If only one trouble ticket is unclosed for the customer account, then the one trouble ticket is statused for the agent. If multiple trouble tickets are unclosed for the customer account, then those unclosed tickets are displayed within a list for selection by the agent. The list may provide the agent with the option to select a new trouble ticket should the existing trouble tickets not be applicable to the current interaction with the customer.