You can see tickets activity for yourself or another user in the user profile. Agents can view this information both for end-users and other agents.
You can view assigned tickets, requested tickets, and tickets you're copied (CC'd) on in your profile or another agent's profile. For end-users, you can view requested tickets and CCs.
To view ticket activity
- Click your profile icon in the upper-right corner of the page header, then select View profile page.
If you want to view another user, search for the user and open that user's profile instead of your own.
- Click Tickets under the user name.
- Click the drop-down menu, then select the type of tickets you want to view.
For agents, Assigned tickets is selected by default. For end-users, Requested tickets is selected by default.
- Hover over a ticket to view details or click the ticket to open it.
9 Comments
Is there a way to change the default sort of tickets on user record? The default appears to be group by status asc + order by last update date desc and we frequently change to date created desc in order to review the account history in reverse chronological order.
Hi Lila!
At the top of the list of tickets in your user profile, you can click the header titles across the top of the view to re-arrange how the tickets are listed. The "Requested" header will allow you to arrange the ticket by when they were created.
Hi Jessie, we already are clicking on requested to sort it descending--my question is whether there is a way to change the default sort so we don't have to reorder manually every time (the default appears to be group by status then order by last update date desc).
Hey Lila! Currently, it's not possible to change the default sort of tickets or community posts on a user profile.
I took a look in our product feedback forum, and didn't see anything there regarding this feature request.
Can you post your feedback at the following link?
Zendesk Product Feedback
That forum is the primary channel used by our Product Management team and other Zendesk users to discuss possible new features, so it will be the best place to have your input heard!
Thanks again for helping us make Zendesk better and more customizable!
Ok will do, thank you!
Is it possible to add a custom field as a column to sort by within the Organization/User view?
Hey Josh,
Organization/User views cannot be customized at this time. Only ticket views as mentioned in the following article: Using views to manage ticket workflow
Let us know if you have any other questions!
Will New tickets show up on the agent's profile?
Hi Alex -
If the new ticket has been assigned to the agent or a group that the agent is in, then yes, they would show up on the agent's profile. Unassigned new tickets would not show up on a specific agent's profile.
Please sign in to leave a comment.