Unable to find a specific ticket ID under My Activities in the help center.
- Tickets are missing from the list of My Requests.
- The user accessing My Activities is an agent or an end-user.
The ticket is submitted to a different brand
If your account has multibrand, the ticket may have been submitted under a different brand associated with the same Zendesk account. For more information, see the article: Setting up multiple brands (Professional and Enterprise).
Verify that the missing tickets are associated with the correct brand. If the brand is incorrect, this can be modified for open tickets. Otherwise, your end user will need to ensure they are logged into the correct brand's help center to view the ticket.
The ticket is submitted through messaging without a public transcript
If a ticket is created through the messaging channel, it will only appear in the help center if you have Chat transcripts set to Public. Alternatively, if you add a public email comment to the messaging ticket it will also appear in the help center.
The ticket has all private comments
The help center is designed for end-users only and only shows Zendesk public comments. Zendesk tickets that are made up entirely of private comments will not display under My Activities in the help center. It is recommended that agents work from the Agent Interface rather than the help center so they can access all applicable tickets.
For more information, see the article: Understanding when email replies become public or private comments.
Is it still not possible to allow end users to see all of their tickets(from different brands) in one view?
Hi Jonathan –
I don't believe anything has changed on this. I'd suggest posting in our Feedback on Guide to provide visibility to the community and our product team. Looks like you've posted in our product feedback threads before (and thank you for taking the time to do so), but for anyone else reading this, it's always a good idea to check out our best practices here: Product feedback guidelines & how to write a good feedback post
I also need to see activities across all brands
I also need to see activities across all brands.
If an end user uses our support email address to enter a support ticket instead of submitting a ticket through the Help Center, is there a way to have that ticket show up in the Help Center under their activities?
AFAIK this should work by default regardless of where they create the ticket from. Are you unable to see email tickets under My Activities? Do you have multiple brands set up on your account?
Let me know!
My activities haven't updated in 2 months. Any advice on what might be going on? The comments are public and I only have one brand.
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