Notify assignee in View of new comment in ticket

2 Comments

  • Nicole Saunders
    Zendesk Community Team

    Thanks for taking the time to share your feedback with us, Steve.

    A recommended workflow is to mark a ticket as "pending" when you respond, and then it shifts to "open" when an end-user responds. So, theoretically, any ticket that is in "open" status has a new comment since the last time you touched the ticket.

    However - while I am not a product manager - I will say that I also see where this is an oversimplification of the ticket process. For example, you might want a notification when another internal person comments, or there might be cases where a ticket remains in the open status and receives multiple updates.

    We'll continue to collect votes and comments from other users (if others would like to see something similar, please up-vote Steve's post and add any supporting information in the comments below) and if we see enough interest, a product manager will review.

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  • Steve Ng

    Nicole Saunders I tried to manage tickets as you suggested by using "pending" The problem is some of the issues I deal with can take weeks to resolve and tickets would get closed before they were actually solved, Then when I received updates new tickets would be created and I would need to click between the current and previous tickets to reassess the situation. 

    Now I keep tickets open until I am sure they a solved at which time I set them to "pending." I can easily have over 100 tickets open at a time. The only way I can figure out if I have new comment is to sort by "Requester Updated" and then look to see if the "Requester updated" time is later than the "Assignee updated" time. Even if I am very diligent some new comments on old tickets can get lost among my new tickets. It would also help if tickets kept the "New" status when they are assigned to me, but that is a separate request.

    Also, when I sort by the "Requester updated" time, the first sort is by ascending time and I always have to make a second click to sort tickets by descending time. I have to do this multiple times a day and the extra clicks get annoying quickly.  

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