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.
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.
To view ticket activity
- Click your profile icon in the upper-right corner of the page header, then select View profile.
If you want to view another user, search for the user and open that user's profile instead of your own.
- Click Tickets under the user name.
- Click the drop-down menu, then 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.
7 Comments
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
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!
Hi. Is there a way to customize the columns of the tickets on this view? I can't easily find this among configuration parameters.
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?
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.
Same question as Haley, is it possible to customize an agents profile to add additional ticket fields?
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!
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