Viewing your assigned, requested, and CC tickets in your Support profile

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9 Comments

  • Lila Kingsley

    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.

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  • Jessie Schutz

    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.

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  • Lila Kingsley

    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).  

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  • Jon Daniels

    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!

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  • Lila Kingsley

    Ok will do, thank you!

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  • Josh Sheers

    Is it possible to add a custom field as a column to sort by within the Organization/User view?

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  • Brett - Community Manager

    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!

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  • alex h

    Will New tickets show up on the agent's profile?

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  • Nicole - Community Manager

    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.

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