You can see tickets activity for yourself or another user in the user profile. Agents can view this information both for end users and other agents.
This article includes the following topics:
Viewing ticket assignment activity
You can view assigned tickets, requested tickets, and tickets you're copied (CC'd) on in your profile or another agent's profile. For end-users, you can view requested tickets and CCs.
Depending on your account settings, you might only be able to access tickets that you're the requester on through the help center. See Tracking your support requests.
To view ticket activity
- Click your profile icon in the upper-right corner of the page header, then select
View profile.
To view another user, search for the user and open their profile instead of your own.
- Click Tickets under the user name.
- Use the drop-down menu to select the type of tickets you want to view.
For agents, Assigned tickets is selected by default. For end users, Requested tickets is selected by default.
- Hover over a ticket to view details or click the ticket to open it.
Sorting and filtering tickets in a Support profile
You can sort and filter the tickets displayed on a profile page.
The ticket list includes the following columns:
-
Ticket status: The ticket’s current status
-
ID: The ticket’s assigned ID number
-
Subject: The text of the ticket’s subject line
-
Requested: The date the ticket was created
-
Updated: The date the ticket was last updated
-
Group: The group the ticket is currently assigned to
-
Assignee: The user the ticket is currently assigned to
It can take a few minutes for Zendesk Support to index new tickets. If they don't appear in your ticket list, wait a few minutes and try again.
Sorting tickets in a profile
You can sort the ticket list, in ascending or descending order, on the ID, Requested, or Updated column.
To sort the ticket list
-
On the profile page, click the Sort icon (
) on the column header where available.
You can reset the sort order by reloading the page, or by clicking the arrow on the column header until the sort resets.
Filtering tickets in a profile
You can filter the ticket list based on information from one or more of the list’s columns.
To apply a filter to a profile’s ticket list
- On the profile page, click the Tickets tab, then click the Filter
button.
- In the filter options panel, configure the items on which you want to filter the
tickets.
- When you're finished, click Apply filters. The ticket list is filtered based
on the options you configured.Each filter is shown as a tag above the ticket list. You can click the x in a tag to remove a filter, or click Clear filters to remove all tags and revert the ticket list to its original state.Tip: If a view doesn’t show any tickets after you filter it, either no tickets were found using those filters or you may need to refresh your web browser window.