Creating a View for Tickets - Last Updated by Requester and/or CC

12 Comments

  • Ben Van Iten
    Zendesk Community Team

    Hi Roee Aizman,

    I certainly understand how this functionality would be important to variety of customers. I can definitely make sure that your feedback is passed along to the correct team. We do not have an ETA at this time however. 

    If you you'd like to provide some context around how this caused you to miss an update I'd be glad to try to help out further though.

    Thanks again for the feedback.

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  • YellowWebMonkey

    +1  Same exact scenario and use

     

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  • Brandon Cryderman

    I'm also experiencing this issue, 4 years later. Any solutions yet?

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  • Brett Bowser
    Zendesk Community Team

    Hey Brandon,

    There's currently no way to show the latest update by CC user in a view at this time. The only available attribute that's relatively close is the latest update by requester

    If you notice your users are replying back from a different email address that belongs to them, it may be worth merging the user profiles so the update is recognized as originating from the requester of the ticket. More information on merging users here: Merging a user's duplicate account

    Let me know if you have any other questions!

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  • Jason Rampe

    Hi Brett,

    This request seems like a very basic feature and an issue I've been struggling with from the very beginning. 

    Where the "Latest Update" method falls short is that it factors in every single action.  When I perform inconsequential changes to a ticket like updating priority or changing the values of a custom field, the date is updated.  Some teams may find this feature useful, but for me it significantly complicates my workflow.  Now I have to visually refer to the Requester Updated column to prioritize and as the OP mentioned, this date may not even be relevant as CCs might have commented in the meantime.

    The Merging user accounts method doesn't apply to my situation either.  My tickets often involve multiple CCs that include a range of individuals (ie different people): multiple client contacts, internal PMs from my company and sometimes even third party contacts / vendors.

    Considering that Zendesk clearly recognizes CC user interactions by logging comments in the appropriate thread, I can't imagine it's a big stretch to role CC updates into the "Requester Updated" field.  

    In reality, I would be happy with an even less granular / more universal date field that simply updates each time a public comment is made by anyone on the thread.  Update dates based on thread communication is native to every email program / system I've ever used.  I never had any issues with this method of sorting threads.

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  • Brett Bowser
    Zendesk Community Team

    Hey Jason,

    I completely understand where you're coming from and do agree that having the CC update role into last update by requester would be super useful.

    While this isn't something our Product Managers are looking into at this time, I've marked this as product feedback and will be sure to pass this along to the appropriate team.

    I appreciate you taking the time to share this with us!

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  • Susan Maher

    We also had a need to know who updated the ticket last and we had trouble identifying it easily because we have some automated processes that updated the ticket as well.  This is a little long.  I hope it helps So what we did was the following:

    1.  Created a Text custom Field.  Called it Last Updater.   

    2. Created a URL Extension.  Called it Updated Last

    3. Created Triggers to populated the last updater field as follows:

        a. When ticket is unassigned - we checked for comment present, status not changed from solved and assignee is blank

       b. Under actions we then enter:

     

        c. We also have a trigger to indicate if the trigger was updated by the assignee as follows:
            Criteria:

          

    ACTIONS

     

     

    Then we added two automations:

     

    For the Automation Tickets Updated by Customer here is the Criteria

     

    Here are the actions:

     

    For the automation Updated by Agent here is the Criteria

     

    ACTIONS

    :

    Finally we have several views where we list the last updater field to review tickets.  Here is an example:

     

     

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  • Roee Aizman

    Hey guys.
    This issue cause me to skip a very high priority customer.
    I mark it as a critical for me.
    Can you please share the eta to fix it?

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  • Travis Maclay

    Susan Maher - very interesting write-up - thank you for the detailed explanation! Could I ask possibly for a bit of clarity on the 'Created a URL Extension. Called it Updated Last' statement? I know this means you created a new target, but could you provide more details on the target itself and what parameters you used in creating the target? I have a very similar use case and I'd like to follow your post step-by-step.

    Thanks!

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  • Susan Maher

    Travis McClay - Below is the definition of the target. I hope it is legible.  

     

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  • Roee Aizman

    Hey @Ben.
    Of course it cause me a damage becauseI lookee for an updated ticket and I couldnt see a ticket that has a new reply.
    The date remains the oldest one.
    I dont even understand how a vompany like yours goes against the flow...
    Can you explain what goods it gives with the current functionality?

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  • Brett Bowser
    Zendesk Community Team

    Hey Roee,

    Just so I'm understanding you correctly, was the ticket now showing up correctly in the view? How do you currently have your view set up? Any chance you could provide a screenshot of the view conditions?

    Was it the requester that updated the ticket and it didn't show up in the view or was this a CC'd user?

    Any additional information you can provide is greatly appreciated.

    Thanks!

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