Hi there!

I would really love to see a feature that, when enabled, adjust the background color for the row of a ticket in list views where this is enabled to indicate how long the ticket has been waiting for an agent response.

For some support teams (particularly tier 2 or tier 3 escalations that are complex), tickets can involve working with many different backend teams and can take quite a while to complete and can involve a large amount of investigation. If this team is small, you can end up with many tickets in this category and keeping track of which tickets you've been keeping updated can become a pain.

Adding heatmapped backgrounds to tickets in the list view would help, at a glance, indicate which tickets are starting to "age out" and need to be updated. I've actually implemented something like this at a company I worked at previously that had a homebrewed support system using Greasemonkey scripts, but that doesn't work very well with Zendesk's new reactive interface.

Here's how I would imagine it working. There's a settings page for this where you can create different types of heatmaps. When you create one, you can choose which Views they're applied to. You then add as many "layers" to the heatmap as you want (maybe some predefined options would be available with color schemes). You can then adjust the colors per "layer" however you like. Each layer would have criteria associated with it similar to triggers. For example, "12 hours since last agent response" + "ticket is open" for one layer, then "24 hours since last agent response" + "ticket is open" for another, etc. You might also have special colors for specific tags that might be on the ticket (e.g., "Waiting on AWS" or something) or for tickets assigned to someone other than you (e.g., "grey out" tickets that are assigned to other agents).

This kind of thing can be exceedingly helpful and it's always boggled my mind that no support systems I've used ever supported something like it out-of-the-box.

-Joel