The Five Most Recent app allows an agent to see the most recent tickets, users and organizations that are associated with the requester on the current ticket. Clicking on one of the recent tickets, users, or organizations will open it up in a new tab.
This article includes the following topics:
Installing the app
- In Zendesk Support, click Admin (), then select Apps > Marketplace. Enter "Five Most Recent" in the search bar at the upper right of the page.
- Click on the Five Most Recent app icon, and click Install.
- On the Installation page, under Title enter a name for the app, enable group and role restrictions if required. These configuration options are also available after installation by navigating to Admin > Apps > Manage.
Using the app
While working on a ticket, an agent or administrator can see other tickets from the requester, or on the Basic plan, other users and organizations that is associated to the user.
- Click on the item to display details in a new tab.
Version 2.2.0 - 2021-01-07
- Added users and organizations as part of the Basic plan
Version 2.3.0 - 2021-07-29
- Convert paid features of the app to the Free plan
Version 2.3.1 - 2021-07-29
- Fixed an issue where the Most recent tickets section was not opened by default
Until yesterday, this worked great. Today, it has the three options: tickets, users, organizations. The last two are irrelevant for my business and we only want to see tickets by default without having to do an extra click. Is there a way to revert it so that we just see the five most recent tickets? Thanks
I agree with the poster above. This just changed today and now our reps have to click on "Most Recent Tickets". Previously we could see at a glance if a user wrote in before. Now we have to click that button every single time to see if they've written in before. This is a waste of time. How can we go back to the way it used to work? Thank you
As the above had stated, this change is negatively impacting our workflow. We review hundreds of requests daily and need to quickly glance to merge multiple requests from the same customer. Having to click 'Most Recent Tickets' first is a massive hinderance. Please revert this change or make 'Most Recent Tickets' fully expanded by default.
I can not state enough my displeasure with this change. It is adding another thing to click to my already overloaded teams. Please revert this back.
Additional comment on this change: we are noticing that for many of our reps the Five Most Recent section isn't even loading, They are just seeing a spinner. They have logged out, cleared cache/cookies to no avail. So not only is the new layout costing more time, it is preventing some of our reps from even being able to see the last five tickets. We sincerely hope Zendesk will reevaluate this change. Thank you
Thanks for the feedback on the recent update. When we pushed the last update for adding other objects we didn't set tickets as the default view. We just pushed out another update so that the tickets section automatically defaults/opens. Will also be looking to add settings in the future so that sections can be enabled/disabled.
Thanks for making this quick fix, Chris! Much appreciated. Looking forward to disabling the other two views all together in the future.
Thank you for listening and for your quick response/resolution.
Incredible turn around time! Wish my own company was as responsive :p. Thanks for listening
Please sign in to leave a comment.