[ARCHIVED] Setup personal view to show all tickets I'm CC'd on

Answered

20 Comments

  • Laura D.
    Comment actions Permalink

    Hi Rich, 

    Views don't have conditions for CCs but if you go to your agent profile, you'll see a tab for "CCs" and that will show you tickets you're CC'd on (see below). If you bookmark your profile page that would be a quick way to get there without doing much navigation. 

    Screen_Shot_2014-04-17_at_10.35.34_AM.png

     

    1
  • Name
    Comment actions Permalink

    Hello Laura,

    I've gone to the upper right, clicked on my image, clicked on my name and "View profile page", and the page I get does not have the choices on it you show in your screenshot.

    Below is a screenshot of what I see. We have a Plus account. I am an administrator.

    If there is some other way to get to this screen, or to configure the profile page so that it shows these options, can you let me know please? I would love to see CCs and show my other agents how to see the CCs.

    Thank you for your help.

     

    0
  • Laura D.
    Comment actions Permalink

    Hi Alex, 

    Sorry, the UI has changed a little since that last screenshot...if you click "Assigned tickets" you'll get a menu with the option you're looking for :)

     

    1
  • Patrick Teas
    Comment actions Permalink

    While this does technically work, its not very intuitive. It would be nice to enable a view where all of the other ticket views are to show my CCs rather than navigate somewhere completely different.

    0
  • Graeme Carmichael
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    Patrick

    Just in case you find it easier, you can also search for cc:me to find your CC tickets.

     

    3
  • Name
    Comment actions Permalink

    Thanks for the response Laura, and thanks for the tip Graeme, appreciate your help!

    0
  • Patrick Teas
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    Yeah, Graeme that is easier, thanks!

    0
  • Richard Garris
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    Hi -

    It would be more intuitive to have a feature that allowed me to add a condition that says show me tickets where I am either CC'd or Assigned a ticket.

    Can you add this?

    3
  • Austin Henderson
    Comment actions Permalink

    I am not sure why this is missing to be honest. I need to see all tickets that I am CC on, assigned to and that I opened. This is what I see as My Tickets - would love this in a view - I use views to segment work of my team. 

    In Your Tickets view you should be able to see all that you are participating in. If you want to call that something different thats cool but there should be an easy way to do this.

     

    2
  • Jonathan March
    Comment actions Permalink

    Hi Mayra and team, the use case for providing CC to an agent as a View condition is that we want to create a view for a light agent that includes everything she needs to care about -- e.g. tickets with certain tags or on which she is cc'd. Likewise for full agents, as @Richard describes.

    Thanks!

     

    2
  • Austin Henderson
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    Yes - exactly @jonathan thank you - key feature missing on a team where you are creating, managing and working tickets at the same time.

    0
  • Mayra Pacheco
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    Do you see personal views as something that an agent wants to complete, like a task list? Would you be impacted by the fact that you are not in control of completing this type of "personal" view that has tickets you do not directly own? 

    I'm kicking off some research to understand the main problems around views beyond adding CC. Can you fill out this survey if you'd like to participate in some user research calls: https://goo.gl/forms/m9xlJZrBx49hXppI2

    I'd love to spend some time hearing about your needs around CC's and other views topics.

    -1
  • Kat R.
    Comment actions Permalink

    I don't understand what the confusion over the request is.  There have been open requests for many years.

    https://support.zendesk.com/hc/en-us/community/posts/203425746-Add-cc-field-to-view-filters - Open close to 6 years

    https://support.zendesk.com/hc/en-us/community/posts/203431066-Add-CC-to-Views - Open 4.5 years

    https://support.zendesk.com/hc/en-us/community/posts/203433466-CC-Me-list-view - Open 4 years

    https://support.zendesk.com/hc/en-us/community/posts/203407896-How-do-I-create-a-view-for-tickets-that-I-m-cc-d-in- - Open 3 years

    Agents and managers want to be able to see the tickets that they or their reports are CCed on.

    4
  • Austin Henderson
    Comment actions Permalink

    Yep - agree - pretty simple change request - if you use Zendesk to track more then your own personal assigned tickets it is lacking presently. Adding the ability to see tickets that you are copied on would be a tremendous boost to functionality and productivity for me.

    3
  • Jonathan March
    Comment actions Permalink

    Mayra, thanks for taking this on. I've filled out the survey. For some larger perspective -- many ZD customers, including ourselves, do not simply have a mechanical pipeline for ticket processing, where only the assignee needs to be aware of a ticket. We have a huge range of ticket flows, from auto-solving to quick-responding, to hanging around for months with interminable discussions. 

    Every day, to check up, follow up, prioritize, etc, I need to make many types of queries, both on-the-fly and persistent. And while I do Search multiple times per day, unfortunately "Search" results, while much improved, are not browsable / playable, and only somewhat sortable, and certainly not persistent, nor column-configurable. So that leaves Views as the only substantial query tool. The fact that Views can't be modified on the fly and can't be easily filtered for (except using Quickie, which is great) are our main pain points. But additional selection criteria (such as CC) are also missing.

    Regarding CC's, I may have an assignee, but a manager / light agent also needs eyes on a ticket, so is CC'd. I want to be able to give her a view of all the open tickets that she's CC'd on so that she can check status.

    Hope this helps!

    0
  • Jessie Schutz
    Comment actions Permalink

    Hey guys! Thanks so much for sharing your feedback on this!

    Please share your thoughts on what you would like to see in your views in this Product Feedback conversation: 

    How do you use views? 

    Thanks again for your input! We appreciate it!

    --

    Edited on 3/15/18 to link to current product feedback conversation.

     

    -1
  • Fabiana Cooke
    Comment actions Permalink

    Can an end user also see the tickets she is cc'ed on ?

     

    0
  • Graeme Carmichael
    Comment actions Permalink

    Fabiana

    End users can see the tickets they are CCed on. First they should select My Activities, then Requests and they will see the selection.

    If you are an administrator, you can check this by assuming the identity of an end user and then navigating your Zendesk site.

    0
  • Chris Scott
    Comment actions Permalink

    This issue is almost FOUR years and and we still.

    Can't.

    Create.

    A.

    View.

    Showing.

    My.

    CCs.

    3
  • Nicole - Community Manager
    Comment actions Permalink

    Hi Chris - 

    Please share your feedback in the existing Product Feedback conversation on Views, where the project manager working on views improvements will receive your comments. 

    Thanks!

    -2

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