Can I edit the suspended tickets view?

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4 Comments

  • Janos

    Hello Kate,

    We are working in a multibranding Zendesk environment and we have issues with the Suspended tickets.

    Unter the "suspended tickets" view we can see all the suspended tickets to every brand altogether. 


    Is this possible to see the suspended emails separately by the brands (or ticket groups)?

    This is important because the "suspended tickets" view is just showing up if the agent has access to all tickets and not just tickets in a specific group.

    In a multibranding environment, the agent(s) has access only to his(their) dedicated brand(s) and ticket group(s) so the agents are not able to see this view and handle the suspended emails.

    Thank you in advance for your answer

     

    0
  • Delores Cooper

    Hi Janos!

    Since Suspended Tickets technically are not tickets yet your options are limited. You can try using this API endpoint to sort and see if that meets your needs

    https://developer.zendesk.com/rest_api/docs/core/suspended_tickets#sorting 

    Cheers!

    0
  • Heather R

    Are there plans to restrict access to this view? I see it is available to all agents if they have access to all tickets but that's not what we want (and I handle more than one Zendesk account...)


    Please allow us to customize that!

    0
  • Nicole - Community Manager

    Hi Heather -

    The plans for what's going to be done with views in 2019 are still being formed. We'll be sure to pass your feedback along to the team that will be working on them!

    1

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