Can I create a view of tickets I'm CC'd on? 

Have more questions? Submit a request

32 Comments

  • Matthew Burke
    Comment actions Permalink

    Is there any chance of creating a view for tickets cc'd on in the future?

    9
  • Nicole - Community Manager
    Comment actions Permalink

    Hi Matthew - 

    It's not something product is currently planning to build. 

    You may want to check out the conversation on this thread, which offers up some other ways to implement such a thing. 

    -4
  • Andy Parker
    Comment actions Permalink

    I'd love to see this impemented, so that the criteria of "CC includes me" can be combined with other criteria to make meaningful views. The workaround of having to visit my profile becomes tiresome,

    4
  • Nicole - Community Manager
    Comment actions Permalink

    Hi Andy - 

    Thanks for your feedback. It's not something that is currently in the plans for development, though you may want to check out the conversation on this thread, which has some workarounds. 

    -4
  • Angeli Ho
    Comment actions Permalink

    Able to see list of tickets which I have been cc is very important.

    I find this odd that there is such a capability to find out my cc tickets, but Zendesk is not implementing it in the view selection.

    5
  • Mike Jones
    Comment actions Permalink

    Sadly, even though there are numerous requests for this feature in help forums, Zendesk does not seem to care or want to add this feature for reasons unknown to us frustrated end-users. I agree with other posters that the workaround is tiresome.

    Moreover, the thread that the Zendesk Community Manager keeps referring us back to for a workaround is essentially an ad for a paid 3rd party plugin. Ugh. 

    2
  • Nicole - Community Manager
    Comment actions Permalink

    Hi Mike -

    I'm sorry that you're frustrated. We do care, but we can't build everything that everyone asks for all of the time. Sometimes even good ideas get de-prioritized for a variety of reasons. 

    The other thread is the only solution I have to offer at the moment, and I figure offering a workaround is better than offering nothing at all - particularly when a solution is available that may work for some users. 

    You're also welcome to share your feedback with the Product Manager working with views in this thread in the Product Feedback forum. 

    -3
  • Mike Jones
    Comment actions Permalink

    Yes, I am frustrated, and clearly I am not alone. I understand that it may be the only solution that you have to offer at this time, but please feel free to search your own company's support forums to get a sense of how many people would benefit from this specific feature request. Additionally it is easy to see that some of these requests for this specific feature go back years. And it turns up not just in direct feature requests, but also in comment sections of Support Tip pages.

    6
  • Michael Oliver
    Comment actions Permalink

    +100 . Please add the ability to create a view based on the Current User being in the CC field.

    6
  • Nicole - Community Manager
    Comment actions Permalink

    Thanks for participating, Michael.

    We don't have any updates to share re: the request for a cc view at this time, but we have shared your feedback with the product team.

    -3
  • Hotan Phamdo
    Comment actions Permalink

    I vote for this feature as well.

    4
  • Mykaela Hopps
    Comment actions Permalink

    My team could desperately use something like this. Our support team works closely with our tech team, but the tech folks to not interact with our end-users and leave internal notes only as info for the support staff to give back to the end-users. So, the members of the tech team are not assigned tickets, as they are not the ones replying to the end-users. They are cc'd. As there is no view of "Tickets I'm cc'd on", and we have 50+ tickets a day, it can take a while for our teams to sort through which tickets they should be paying attention to or not.

    Please share an additional request for a cc view. It seems like a very basic view to have and would be immensely helpful to many people. Thank you.

    4
  • Nicole - Community Manager
    Comment actions Permalink

    Thanks for the feedback, Mykaela. It's been forwarded to the product manager working with views.

    -1
  • Harika Arun
    Comment actions Permalink

    I vote for this feature too. It's gonna be really useful to keep track of the CC'd tickets.

    2
  • Andrew Soderberg
    Comment actions Permalink

    There is a free work around, but it does take a small amount of work on the Agent's part (there is a solution for Light Agents too). 

    Manually, you can add a tag unique to you to the ticket like 'agentname_cc_monitor' or 'agentname_cc_assist' (you decide), if you have a couple levels of cc assistance you may want to track that. Then you create a view that displays those tickets that match on your unique tag or tags. 

    Auto assist, to speed this up, you can create a macro where you set the tag you want added to the ticket when you are viewing the ticket you're CCed on.

    For Light Agents, create a macro, that writes a text string to a private comment, say 'cc_monitor'. An admin would then create a trigger that looks for that string of text on the comment, and also looks for the current user to be a given light agent, then write a modified tag e.g. 'lightagentname_cc_monitor' to the ticket.

    This is the way around Light Agents not being able to own or directly modify a ticket's custom fields. Yes, the admin has to create triggers for each light agent who wants this, but only one macro is needed. Then the admin can create a view for the light agent to see the tickets they are CCed on with the field attributes in the view report that they want.

    When Zendesk releases the CCs/Followers feature this could help in the sense that many agents could now be followers on a ticket and not be cc:ed and this may be less necessary.

    1
  • Martin Gyde
    Comment actions Permalink

    I agree it would be a super nice feature.

    The implementation of this seems so easy, it's hardly a feature, it's simply another option in a dropdown menu.

    I suspect that its a performance issue since the CC information is not held in an indexed field within the data structure of tickets or just the fact that the system would be slow if you use it.

    Even so, the feature should be pretty easy to work, and the data structure (if that's the case) shouldn't be hard to optimize.

    Regards Martin.

    3
  • houghj
    Comment actions Permalink

    This feature is requested to me often from our staff.  Would be very nice to be able to add a condition that showed tickets someone is CCd on. 

     

    1
  • Doug T. Florczyk
    Comment actions Permalink

    This would be a nice/simple feature to add, simply give the ability to add a tag to a ticket if I am CC'd so I can create a view from that tag existing.

    Thanks,

    Doug

    1
  • Nicole - Community Manager
    Comment actions Permalink

    Thanks for the feedback, all.

    0
  • Adam Seigle
    Comment actions Permalink

    While I agree this is super useful and is hopefully something that gets added in the future as a product enhancement, there is a native way to see this info.

     

    If you search for yourself (or anybody for that matter) you can then click on the Tickets tab, and change the view from Assigned Tickets to CCs. This of course shows every ticket you (they) have ever been CC'd on, but is sorted by status, so Open ones appear first.

    3
  • Brett - Community Manager
    Comment actions Permalink

    Thanks for sharing this information for others Adam :)

    0
  • Martin Gyde
    Comment actions Permalink

    Hey Adam,

    I'm unable to find this feature, aka where can you change from assigned to CC? 

    My search looks like this, I checked under Filters but can't see the option your looking for?

    0
  • Adam Seigle
    Comment actions Permalink

    You're on the Tickets tab (1550). Click Users (1), then open that user. 

    Then, directly below the word Tickets, is the filter that you change to CCs.

     

     

    1
  • Martin Gyde
    Comment actions Permalink

    Thx Adam, that was very well hidden :)

    0
  • Rok Ivartnik
    Comment actions Permalink

     

    Hi Adam,

    this information is useful it does not solve the main problem for me. I would need a view of tickets i am cc-ed on and the status is open or pending. 

    Anyway let us know when this is planned to be added to zendesk. 

    0
  • Chan Kruse
    Comment actions Permalink

    I agree that this is a very important/useful feature to have. There should be a view to see any tickets that I'm CC'd on.

    1
  • Nicole - Community Manager
    Comment actions Permalink

    Hey Ron et al -

    Adam is not a Zendesk employee, but I am.

    I can tell you that the product team is aware of the request to be able to create a view of tickets that an agent is cc'd on; it's feedback that we have received extensively both in tickets and in the Product Feedback topic in the community. There's currently a larger project around improvements the agent interface and workflows, and it's TBD whether/how views will get handled in relationship to said project. Until that is determined, things like adding individual filters to views are basically on hold.

    We'll be sure to share the feedback in these comments with the product team to consider as a part of their project, but I do not expect to get a commitment one way or the other about this specific request in the near future.

    1
  • Pål Henrik Wagner
    Comment actions Permalink

    I tried Adam's solution and saved the resulting URL as a shortcut:

    https://xxxxxxxxsupport.zendesk.com/agent/users/44xxxxxx/ccs

    It seems like it works well to use this URL when I want to see tickets I am cc'd on.

    0
  • Jake Crossin
    Comment actions Permalink

    Looking at this thread. Definitely something that would be useful in our organization

    0
  • Chris Voce
    Comment actions Permalink

    This thread is over a year old and Zendesk appear to not want to add such a basic feature.  Very disappointing.

    I would like to add my vote for the ability to create a view of tickets where I am CC'd on the ticket.  It doesn't seem that hard and it seems very popular.

    If this isn't going to be added, can Zendesk let us know why it is felt not to be a worthy feature request?

    Cheers,

    Chris

    3

Please sign in to leave a comment.

Powered by Zendesk