Viewing your assigned, requested, and CC tickets in your Support profile

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10 Comments

  • Josi Handley

    Is it possible for an Admin to remove a end-user who is CC'd on several ticket using a bulk update or process?  The end-user whom is no longer in the position requiring ticket monitoring does not want to get notifications every time there is an update to a ticket they are CC'd.

    Thank you 

    0
  • Dave Dyson

    HI Josi,

    Unfortunately, I don't think there's an easier way than going through the list of tickets the user is CC'd on (and based on the location of this comment, I looks like you've found how to see those), and editing each one individually. Although it is possible to make certain changes to multiple tickets from this list via Bulk Actions (click on multiple checkboxes at the left-hand side of the tickets list, then click the dark "Edit X ticket(s)" button that appear above the list), CC's are not a field that can be changed this way. And although macros can be applied this way, macros can only be used to add CC's, not remove them.

    If you'd like to leave product feedback about your need for this, here's the place to do that: Feedback on Support
    We've got an pinned article there on how to write an effective feedback post: Product feedback guidelines & how to write a good feedback post

    Sorry I don't have a better answer for you!

    3
  • Haley Webb

    Hi. Is there a way to customize the columns of the tickets on this view? I can't easily find this among configuration parameters.

    2
  • Jay Gianan

    Is there a way for us to pull a report when an agent opened or viewed a ticket assigned to them for the first time?

    0
  • Dane
    Zendesk Engineering
    Hi Joyce,
     
    As it turns out, it will not be possible to extract the data for the events where the ticket was just opened the first time. They will need to perform an update on the ticket first for a timestamp to be recorded.
    0
  • Judy Correia
    Zendesk Luminary

    Same question as Haley, is it possible to customize an agents profile to add additional ticket fields?

    0
  • Gabriel Manlapig
    Zendesk Customer Care
    Hi Judy,
     
    At this time, we don't support adding additional columns in the ticket view under the agents and end users profiles. What we can suggest is to create a custom personal view within your own ticket view page instead.
     
    I encourage you to create a new post in the General Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning. Thank you!
     
    0
  • Kerry Payton

    Hello,

    Is it possible to create a custom view for a Group/Team to see all assigned tickets for any agent in the group? This would mean excluding tickets that have not been assigned. We have a "Your Assigned Tickets" view for all agents to see what tickets are assigned to them, albeit not visible to others (unless you go to their profile). But some folks want to see all assigned tickets for all agents in their group.

    Thank you,

    Kerry

    0
  • Christine Diego
    Zendesk Customer Care
    Hi Kerry,
     
    You can use status category less than solved under meet all conditions and assignee is ( name of each agent) under meet any of these conditions something like this
     

     
     
    1
  • Kerry Payton

    Hi Christine,

    Thanks for the tip. I was able to configure the view using conditions limiting to Assignee. I had used Groups before, but this is way better!

    Thank you!

    Kerry

    0

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