Question
How can I view the tickets that I am following?
Answer
You can use different options to find out which tickets you follow.
Option 1: Check your user profile page
- Click your profile icon in the upper-right corner of the page header, then select View profile page.
- Select the Tickets tab under the user profile.
- Click the drop-down menu and select Followed tickets.
Option 2: Create a workflow with a macro and view
Create a macro that adds you as a follower to the ticket and applies a tag. You can then create a view that displays any ticket that contains the tag.
To create the macro
- Create a new personal macro.
- Under Actions, add the actions below:
- Add follower | your name
-
Add tag |
follower_your_name
Apply your macro to any ticket you want to follow and the tag will be added at the same time.
To create the view
- Create a new view.
- Under Who has access, choose Only you.
- Under Tickets must meet all of these conditions to appear in the view, Add the conditions below:
- Status category | Less than | Closed
-
Tags | Contains at least one of the following |
follower_agent_name
Option 3: Create a view
Create a personal or shared view that displays any ticket you are CC’d or are following a ticket.
To create the view
- Create a new view.
- Under Who has access, select the required value.
- Under Tickets must meet all of these conditions to appear in the view, Add the conditions below:
- Status category | Less than | Closed
- Followers | Contains at least one of the following | (current user)
Note: In accounts with custom ticket statuses deactivated, use the condition Status instead of Status category for the view setup above.
61 comments
blak3r
You literally have to be kidding me right? ADD THIS.
2
Eric Glaskin
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
Dave Dyson
-5
Eric Glaskin
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
Dave Dyson
-4
Bill Cao
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
Dave Dyson
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
Dave Gladys
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
Sam Waterfield
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
Daniel Clymore-Greene
This should absolutely be configurable as a view.
1
Steve Prouty
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
Jysk IT en del af Sagro I/S
As so many simply issues this is once again a problem that cannot be solved easily. Apparently...
0
Jason COCKING
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
Leigh KELSEY
+1.
Yes, seems this should be added as core functionality.
0
DSA Support
+1 to this - would be great for our agents to easily view the tickets they are following.
0
Christina Yates
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
Jupete Manitas
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
Beth Pitcher
I have made a feature request for this here: https://re-flowsupport.zendesk.com/knowledge/lists/default/1/2?brand_id=6340990824989
0
Jysk IT en del af Sagro I/S
Beth Pitcher How did you change the default login page for your domian? (re-flowsupport.zendesk.com)
Isnt that your zendesk domain?
0
Beth Pitcher
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
0
Aaron Tevis
Adding myself to the list of annoyed customers that this isn't available.
2
Alexandria Gorski
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
Shawna James
0
Barney
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
Lorena Emanuel
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
Dainne Kiara Lucena-Laxamana
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
0
Barney
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
Shane Maddox
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
Bruno Gabriel
Again, 6 of october 2024 and no update about this. As a new Zendesk cliente, this feels like a joke.
0
Barney
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.
1