Can I edit the suspended tickets view? Follow

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2 comments

  • Avatar
    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

     

  • Avatar
    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!

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