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How can I view tickets I follow?



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Brett Bowser

Zendesk Community Manager

Edited Nov 26, 2024


-25

61

61 comments

You literally have to be kidding me right? ADD THIS.

2


adding support for this. new to zendesk, thought I messed something up in the setup because my team has been telling me they are getting emails about tickets they are added as follower to, but can't actually view the ticket. my only work around to this was that in the email notification that goes to followers, i have included a link to the actual ticket. this is not helpful for the staff to have one place to see all open tickets they are following, but at the very least they can see the ticket and respond. I too am disappointed that this has been discussed by users for this long and that it has not had traction with Zendesk for an actual resolution. 

2


Hi Eric, the two options at the top of the article are the way to see the tickets your agents are following.

-5


Hi Dave, so instead of Zendesk making this a ticket field that we can use for setting up a view like we used other fields, we have to learn how to create a macro and try to get it working that way? Would seem like an actual solution if Zendesk were to actually make this something we can just select instead of having to build individually. 

2


Hey Eric, the first option given is probably the easiest -- clicking into your user profile in Support will allow you to see tickets you're following.

-4


The view of my followed tickets should be a default, simple, essential feature, in addition to other views. Don't have to do these steps to get it. Zendesk's resopnse is not acceptable. 

3


Hi Bill, 
 
There's a product feedback thread on this, I'll see if I can get an update from our product team, but upvoting and adding your use case will be helpful: Use Followers as VIEW parameter conditions

-1


I too am extremely unsatisfied with the response of, "The easiest way to do this is to click through 6 menus" instead of just making it a view option

2


This is something one of our teams we manage has asked for. Seems like it should be a pretty straight forward addition. At the very least being able to add the "Follower" field to a view column would even take care of this. Thanks. 

0


This should absolutely be configurable as a view. 

1


I also agree that having this be at least an option to create a View Folder for would save me and my fellow team a lot of time and clicks for collaboration on tickets.

0


As so many simply issues this is once again a problem that cannot be solved easily. Apparently...

 

0


Adding a +1 here. We need some way to create a view or export a list of tickets for followers. This would be so helpful!

1


+1.

Yes, seems this should be added as core functionality. 

0


+1 to this - would be great for our agents to easily view the tickets they are following.

0


This feature is essential for reporting on and managing the overall tickets being handled by my teams. Please advise as to when this will be implemented.

0


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Jupete Manitas

Zendesk Customer Care

Hi Christina, thanks for writing in! 
 
Totally understand the need and appreciate you giving product feedback here. As reviewing the community, there is product feedback related to this request.  You can look into this one - Use Followers as VIEW parameter conditions. There is a Planned tag and one of the product managers wrote an Official comment that this is being worked out. 
 
We encourage you to follow that product feedback so you will also be notified of any updates on that community post. 
 
We truly value customer feedback and your voice and votes in the forums help influence future Zendesk functionality. 
 
  

0


0


Beth Pitcher How did you change the default login page for your domian? (re-flowsupport.zendesk.com)
Isnt that your zendesk domain?

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Jysk IT en del af Sagro I/S I'm not sure what you mean but it's been very hard to create a support account to be able to post comments if that's what you mean? I just clicked 'forgot my password' a lot until it let me into an account

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Adding myself to the list of annoyed customers that this isn't available.

2


100% agree with other commenters expressing that an official filter/view needs to be created by Zendesk. Many organizations use a collaborative model for troubleshooting and support and not being able to view/filter by follower(s) is a major detriment. Does Zendesk have any timelines for making this functionality available?

1


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Shawna James

Community Product Feedback Specialist

Hey Alexandria, thank you so much for taking the time to provide us with your feedback here. I wanted to point you in the direction of our product feedback forum for Support where we collect product feedback and where our PM’s review feedback from our customers. We would greatly appreciate you using this forum to share your feedback with us for better visibility. Here is our product feedback template to get you started. Thank you!

0


Hello Shawna James, what is the update on this one, please? When can we expect this to be introduced? Thank you for the clarification and update.

 

We are a new Zendesk customer, and you must be joking that such a feature is not in production after so much feedback has been shared here for so many YEARS.

2


I used the macro method suggested (thanks to the person who posted that). Although it works, it took a lot of setup. Had to make a macro for every follower we wanted. Then had to create a view for each of those people so they could view their own followings by the tag name. Then had to send out instructions to each agent to tell them how to use the macros to add followers instead of using the following section of the ticket. This is very convoluted and it would be really great to have an option to create a view with follower as an option without going through all of this.

1


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Dainne Kiara Lucena-Laxamana

Zendesk Customer Care

Hi Lorena Emanuel ,

 

Thanks for the feedback.  I advise you to provide your feedback on our community where our Developers and product managers can see. 

Specific examples, details about impact, and how you currently handle things are helpful for our product teams to understand the full scope of the need when working on solutions. You may also want to review the Product feedback guidelines and how to write an effective feedback post  

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Hello, Dainne Kiara Lucena-Laxamana, can you please let me know your thoughts about my question? I see you replied to another customer, but there is a standing question from my end on any update regarding when we can expect this to be made available in production. Thanks for any information.

0


This definitely needs to be an option. I am needing a view for the whole team that will filter followed tickets much like the "My Unsolved' view. Please Zendesk make this available.

0


Again, 6 of october 2024 and no update about this. As a new Zendesk cliente, this feels like a joke.

0


Hello Dainne Kiara Lucena-Laxamana , Brett Bowser , Shawna James , Nicole McGrath , and Francisco Fernandez , I wanted to bring your attention to an important and long-standing issue that was first raised back in 2019 regarding using followers as view parameter conditions in Zendesk. As of today, October 14th, 2024, we still haven’t seen any updates or clarity on this request despite continued interest from many clients.

 

It is disappointing that there has been no communication or forward movement, especially considering its significant impact on many of our operational workflows. I understand you need to prioritize your roadmap and multiple features, but knowing where this request stands and what we can expect moving forward would be helpful.

 

This feature could greatly enhance the efficiency and satisfaction of many users, and we are more than happy to collaborate or brainstorm alternatives if needed. I look forward to your feedback and any updates you can share.

 

For context, I asked about this in May in this thread, shortly after we went live, and I asked again at the end of July. Yet, there has been NO update until now.

 

FYI - This was also opened back in 2019 in a community post (link here: https://support.zendesk.com/hc/en-us/community/posts/4409217546906-Use-Followers-as-VIEW-parameter-conditions) asking for the same thing as everyone else in this thread. In 2019. Today, we are in 2024, nothing has changed, and we also have a DELETED community post about this request.

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