How can I view tickets I follow?

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24 Comments

  • Joel Boonstra

    Hey Brett,

    Both of these options seem like workarounds for a theoretical much simpler option, which would be to specify "Ticket: Followers + contains + (current user)" or something similar when creating a view. I realize that that's not available, but it seems like something that should be available.

    Do you know if this feature is in the works? It would certainly help to integrate the Followers feature in with a more typical Support workflow.

    Thanks,

    26
  • Tsvetan Marinov

    Hi Nicole Saunders,

    Allow me to dislike your comment and to argue with you on that. It's not our fault as customers of yours, that somebody, either it was from the developers, QAs, Product developers, Manual testers teams didn't think that people would want to have a simple condition for followers in order to create a view for themselves. Because of those misses, people like Brett and the other community of Zendesk should write such additional articles with strange workarounds in order to achieve something very simple. And since your guys didn't add that on time, they should present it asap in order to suit their customer's needs and not saying that they won't do it because they need to work on stability. Which from another hand shows that you obviously have issues with the stability as well ...

    I am really surprised how you guys are continuing to release new features or optimizing stuff and still missing very important parts as it was(and it`s still) with the "Multibranding feature", the new look of the Triggers and many other things. And there are articles like this one, where people are giving you suggestions and very clear and simple requirements and you still don't take them into consideration. 

    Another big miss for the "CC and followers" feature is that the followers don't see who is the requester and CCed on the ticket which he is following. Again we should make some additional work with the Follower template and liquid markdown language to display these. And for your information, this was the same behavior for the old CCed people, which you just applied it for the followers instead of fixing it.

    I am really hoping that you guys will improve those things.

    ---

     

    22
  • Mike Roberts

    I'm actually astonished that this isn't available in Views. Please make it happen, Zendesk.

    11
  • Florian W.

    I totally agree with Joel Boonstra and Tsvetan Marinov comments.

    Zendesk must do something at this point and not refer to cumbersome workarounds.

    Creating a view for Cc'd or follow'd tickets should be a very simple function. For us as Enterprise customer this is absolutely necessary to  provide a smooth and easy workflow to our agents.

    6
  • Rob Phillips

    Add my voice to the responses, just implemented Zendesk on our Service Desk and followers was meant to allow other agents to be involved in the ticket workflow. How can they? They live in views and that is there 'to do' list. Needs some urgent action from Zendesk. Tsvetan Marinov makes some very good points.

    6
  • Bram Vandeperre

    Just as surprised as Alexander, so +1 on this. Needs to be a condition for views.

    Ticket follower is/is not (Current User)/One of the agents in the list

    4
  • Alexander Reid

    Went to create a view and also discovered this is not natively supported, hoping this gets added soon!

    3
  • Eric Lozauskas

    This doesn't help for times when you get mentioned in a ticket comment and therefore automatically set to "follow" the ticket.... Please add a view or provide the view option to filter tickets based on "Following user" "is" "(current user)". Thank you!

    3
  • Paul H

    Hi Brett, 

    Thanks for putting this together, i'm having issues getting this feature to work can you help? So I setup this view and its looking for tags within a ticket which would have my name attached, so if my coworker added me as a follower my view should recognise this and that ticket should show up in my "tickets im following" view. 

    So when i create the view and add in follower_agent_name where do I get the name? for example my name on the system might be John Johnson but we can add a space so is it JJohnson, my email on the system JJohnson@test.ie and my username might be JJohnson@staff.test.com. So which name do we use here? 

    Follower_agent_JJohnson

    Follower_agent_JJohnson@test.ie

    Follower_agent_JJohnson@staff.test.com

    If this works great, but just need some clarity on how its meant to be done. 

    Kindest,

    Paul

    3
  • Zaar Hai

    Really surprising that filtering by follower is not natively supported out the box. And even more surprising that there are no plans to implement it.

    And btw, the link to Support Product Feedback Forum is broken.

    Regardless, if I were Product Manager in ZD, I would've considered these comments as a gold and definitely would not force users into filling up more forms to submit their feedback once they've already expressed it here in a clear & concise form.

    2
  • Tracy Scobba

    There are a few different product suggestions around this topic. I added my vote to this one https://support.zendesk.com/hc/en-us/community/posts/360037027974-Use-Followers-as-VIEW-parameter-conditions

    2
  • Oskar Omarsson

    Hi,

    These limitations of followers is quite surprising. Would be much more valuable feature if it was treated like other fields like assignee and could be used in triggers and views.

    One could actually argue that this is somewhat expected of a feature like this.

    It is also quite counter intuitive that this is treaded differently from others, the notification part is something special rather than following Zendesk mantra to do everything through triggers.

    I sincerely hope that this great feature will get more attention and grow to it's full potential.

    Best regards
    Oskar

    1
  • Jon Daniels
    Zendesk Customer Advocate

    Hi Xema! That is expected - if an agent is limited to tickets within their group or organization, the only place those followed tickets can be seen is within the agent's profile directly (views won't show tickets outside of a restricted agent's access)

    1
  • Rodrigo Fontoura

    Kinda surprised that after 2 years of a simple request, no solution has been designed.

    1
  • Melanie Gapany

    Literally just here to add my voice to this. follower_agent_xxx doesn't even produce a result on my views at all so this filter view doc isn't even correct.

    This needs to be added to the feature roadmap.

    1
  • hellosuzanna

    Over 1 year later and this still hasn't been added? Disappointing. This should be a very easy addition to the views, and it's obviously needed. :( 

    1
  • Kevin Miodek

    Hi Nicole,

    Is this option only available for enterprise customers for now?
    I can't see it in my account.

    1
  • Robert Grøndahl Winther

    I can't get this to view to work for me.

    In one place you write:

    Ticket: Tags Contains at least one of the following follower_agent_name

    But in the screen dump instead of "follower_agent_name" it says "follower_agent_a"

    What is correct? Something third?

    0
  • Jess D

    So disappointing that this has still not been implemented as an easy view add.

     

    I am also unable to implement this in my Zendesk account...

     

    Also, how do I do this for other team members?

     

    0
  • Xema

    So my Agent can only see tickets from the Agent's organisation. When this Agent is set as follower of a ticket from another organisation, the Agent can access this ticket. Everything as expected. But if I create a view for tickets containing a particular tag, I would expect all tickets with that tag, belonging to the Agent's organisation, AND also where the Agent is a follower to be shown in that view. But those last tickets are not shown... Is that the expected behaviour?

    0
  • Jim Uomini

    One of the most infuriating phrases I hear regularly is we have no plans to develop the basic usability feature you requested but go ahead and leave feedback. What's the point of that when you ignore this kind of feedback and keep rolling out new features. And don't get me started on Explore, which is an inferior reporting engine to the one it replaced. Years go by with things that should be core features not being addressed. Your charm can only go so far to address a product with more holes than Swiss cheese.

    Please make support more usable.

    0
  • Shawn Yarnold

    I concur with the others.. the functionality of having access to create a View for tickets that you follow would be an essential addition to the application. 

    0
  • Tanawat Oonwattana

    or at least, API search endpoint should be able to add follower as part of a query.

    0
  • Nicole Saunders
    Zendesk Community Team

    Hi Joel,

    No new view filters are currently planned for implementation. The team that works with that part of the product is focusing on infrastructure and stability for the current development cycle.

    If you'd like to make the suggestion for a future roadmap, you can post your idea to the Support Product Feedback Forum. Here are details on how to write an effective feedback post.

    -16

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