Recently Viewed tickets for agents

Completed

10 Comments

  • Official comment
    Jake Holman

    Hey Julia,

    There is exactly what you describe, but we do a really good job of hiding it.

    If you place your mouse over the "+ add" tab, you'll see a list of your recently viewed tickets.

    We're working on making that list both longer, and far more obvious on how to reach.

  • Julia Gilinets

    Fantastic - thanks, Jake.

    0
  • Stephen Musgrave

    I found the recently viewed list under the "+ add" tab quite by accident. Completely unintuitive. Can we have a "view" added for recently viewed?

    0
  • Erin Boyle

    Hi Stephen - this is definitely something we've talked about and want to do in the future. We totally agree that the current experience is unintuitive, and not altogether useful in its current state. We don't have anything in the works right now, but this is very much on our radar.

    0
  • Stephen Musgrave

    Thank you, looking forward to it.

    0
  • Hillary Latham
    Community Moderator

    It would also be helpful to be able to search over viewed tickets in the advanced search.  Sometimes our agents know they looked at a ticket last week, but can't find it otherwise.  The dropdown only includes the last five viewed tickets.  A keyword search in the advanced search would help.

    0
  • Mindaugas Verkys

    This should be also on reports side. For example to follow-up agents, sometimes we need also to know when ticket has been opened and left without any updates. 

    1
  • Igal Dar

    Looking forward for an implementation in Views.

    Is this still on the roadmap ?

    0
  • Brett Bowser
    Zendesk Community Team

    Hi Igal,

    Since this is a completed feedback post, I encourage you to create a new post in our Support Product Feedback topic if there are additional features you're looking for within Views.

     Thanks for taking the time to share this with us!

    0
  • Brett Bowser
    Zendesk Community Team

    Comments have been closed on this Completed Feedback request.

    0

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