Can I modify the "Your Assigned Tickets" view for guided mode agents?

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10 Comments

  • Jeremy Holmes

    We should be able to modify at least the visible fields for this section to allow custom fields. This seems like an oversight in design. If we need to make a new view for what we need shown, then we should be able to make that new view the default and have the "Your Assigned Tickets" not show at all. 

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  • Brad Vornholt

    Sorting by Status would be useful too.

    3
  • Amber Pospiech

    We just recently switched over to the guided mode and for our agents that only have access to "your assigned tickets" it would be highly beneficial to be able to see a due date for their tasks. Please consider adding the ability to modify the columns and sort order for this view. 

     

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  • Justin

    The fact that "Your assigned tickets" view is not modifiable is really rough. I just switched to this, because I believe it is very useful to help agent workflow. However, not being able to sort your assigned tickets by status or by SLA almost makes this impossible to actually use. Further, not being able to set an automation on each view to make it "play only" or not is prettttty ridiculous. :) 

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  • Allie Heckel

    Why would we not be able customize this view just like any other view? I'm not sure if I understand the logic behind why "Your Assigned Tickets" is not customizable in the very least to admins.

    Additionally, being able to sort by "ID, Subject, Requester, Requested, Updated, and Group" is not nearly as helpful as it would be to be able to sort by "Status."

     
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  • Brett Bowser
    Zendesk Community Team

    Hey Allie,

    I absolutely understand where you're coming from as I've run into the same issue myself as a customer care agent. I don't have any information on if this limitation will be addressed, however, as a workaround you can create your own personal view to display your tickets by Status. When creating your view you would just need to use the Assignee > is > (current-user) condition and then customize your columns and sorting how you'd like.

    I realize this isn't the best solution but it would at least get you the results you're looking for when sorting your tickets.

    Let me know if you have any other questions for me!

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  • Allie Heckel

    Thanks, Brett!

    We have actually disabled the ability for agents to create personal views, so although I understand the proposed workaround, it wouldn't be applicable for us to utilize given the use-case.

    You mentioned you don't have any information on if this limitation will be addressed –– is there a different space to bring this up so that it is addressed?

    Appreciate your reply!

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  • Brett Bowser
    Zendesk Community Team

    Hey Allie,

    Appreciate the update :)

    What you could do instead is create a custom "My Tickets" view that would accomplish the same as the native view and just make it available to all agents as a shared view. I've attached an example from my test account: 

    You can make that view available to only agents in a specific group or all agents if you'd like and your individual agents wouldn't need to create their own personal view. 

    Because you're using the (current user) condition, the view will automatically be customized for the agent that is viewing this shared view. 

    If that's still not quite what you're looking for, I would recommend creating a feedback post in our Feedback on Support topic for our Product Managers to review.

    I hope this helps!

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  • Allie Heckel

    Thanks, Brett! This is helpful and something I hadn't considered doing before.

    Appreciate the thoughtful response!

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  • Brett Bowser
    Zendesk Community Team

    Happy to help Allie!

    Let us know if you have any other questions :)

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