How do I see the last agent who touched a ticket?

Beantwortet

7 Kommentare

  • Amanda Yu
    Aktionen für Kommentare Permalink

    Hi Angelo,

    You can definitely customize your View in order to show who updated the ticket last! To do so, you'll want to go to Admin icon > Manage > Views > edit the View in question. Once in the editing tool for that View, you'll want to scroll down until you see the Formatting options. From here, you can drag and drop your table columns from the left hand side to the right hand side. Specifically, some of the table columns that might interest you include the following: "Latest Update" and "Latest updater type (agent/end-user)". 

    For reference, here's a screenshot from my own account showing that I've moved these two fields over to the column to be included in my View table:



    Be sure to save your changes at the end! For more information about configuring Views, check out this article: Using views to manage ticket workflow

    0
  • Jasen Samford
    Aktionen für Kommentare Permalink

    This will show whether the last update was submitted by an Agent or End User, but is there a way to see which specific Agent submitted the update, in cases where someone might assign a ticket to another user without adding any notes or anything?

    0
  • Brett - Community Manager
    Aktionen für Kommentare Permalink

    Hey Jasen,

    There isn't a column attribute that will show the latest updater unfortunately. The closest solution would be to hover over the ticket to see the latest updater who posted a comment to the ticket. Screenshot below:

     

    Otherwise you would need to look at the events of the ticket as mentioned in our Viewing all events of a ticket article which I've linked for you. 

    Let us know if you have any other questions :) 

    0
  • Jasen Samford
    Aktionen für Kommentare Permalink

    Thanks, Michael. I'm actually trying to solve for when an agent assigns a ticket to another agent without any notes, etc. It would be nice to be able to follow up with the original agent to coach them on process when assigning tickets to other agents, but hard to do when you can't tell who is actually assigning things.

    0
  • Brett - Community Manager
    Aktionen für Kommentare Permalink

    Hey Jasen,

    Unfortunately this cannot be done with views, however, the ticket events method I mentioned in my previous response should give you the information you're looking for.

    Apologies for not being able to provide an alternative solution at this time :-/

    0
  • Jasen Samford
    Aktionen für Kommentare Permalink

    Viewing events will work for now! Thanks!

    0
  • Brett - Community Manager
    Aktionen für Kommentare Permalink

    Happy to help Jasen :)

    0

Bitte melden Sie sich an, um einen Kommentar zu hinterlassen.

Powered by Zendesk