Find requesters with more than 2 current requests?

21 Comments

  • Madison Davis
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    Hey Markus! Unfortunately I can't think of a way to utilize either views or the search function to look this information up, though I agree it would be a useful feature! 

    What's the goal of this search? Users with the most open tickets? 

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  • Markus Bähr
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    we try to handle the multiple submissions first as they usually have the highest felt urgency.

     

    while we tend to work first in first out or on priority, there are always the super impatient customers who submit 4 or 5 tickets in a row, get increasingly frustrated when they dont get a response within 30 minutes... being able to identify them gives a higher chance to leave them satisfied.

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  • Deborah Lewis
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    I accomplish this by having a separate view that I review once at the beginning of each shift. It's set to show tickets with a status of New and Open and is grouped by Requester. 

    Using this setup, when I open the view, I can easily see where more than one ticket is grouped by requester and merge accordingly.

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  • Markus Bähr
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    hi deborah, thats what we do as well though with routinely close to 2000 new tickets in queue it is not very efficient anymore, especially not when you have multiple customers with the same name. 

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  • Deborah Lewis
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    Ah. We haven't quite reached that volume. I merge about 50 per day. I'd love to see a way to automate this in some way.

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  • Madison Davis
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    Deborah - that's a great idea! 

    For a higher volume, you could create an easy Insights report to give you a broad view of users with many open tickets. It'd just need to be WHAT: # Unsolved Tickets, HOW: User Name (or, depending on your workflow, you could use User Organization).

    You could then filter by date, too. I don't know if this would be your ideal workaround for impatient customers, though, as your Zendesk data only syncs with GoodData once every 24 hours (unless you're on an Enterprise plan, then it syncs every hour).

    You could also give the Five Most Recent app a shot. It displays a requester's five most recent tickets in the sidebar - that could give you a picture of what else the requester needs from you!

    Otherwise, I'd recommend voicing your request and your use case in our Product Feedback topic. Hope that helps!

    ---

     Post edited by Zendesk Community Managers on 1/8/18 to remove a broken link to an archived post. 

     

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  • Eckhard Doll
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    Hi, I'd like to bump this one (and the link to "this request" gives me an "Oops - You're not authorized to access this page".)

    Two years later and I haven't found anything on this. It would be really helpful to have such a feature. Currently having over 3,000 tickets it would be very helpful to have Zendesk find all requesters with more than one ticket automatically instead of me having to sort the tickets by requester and browser through it manually.

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  • Nicole - Community Manager
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    Hey Eckhard - 

    Thanks for your feedback. The "this request" post had been archived due to inactivity; it was just a single post with no comments or votes that was over four years old. I've edited Madison's comment so that no one else gets mis-directed. 

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  • Carl Shepherd
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  • Carl Shepherd
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    We have multiple brands, each brand is managed by a different team so I added Ticket Brand, you can ignore that if you do not use Brands. I used User instead of User Name becasue User has a URL link in it. This report is very effective for cleaning up multiple requests. 

    Also I added the User Role because our agents were showing up in this list which is not helpful. 

    I had to rotate the report to put the names on top before I was able to add a filter the Unsolved Tickets field to get rid of the count of 1. Then I was able to keep the filter when I rotated back to having User on the right. 

    Leave a comment if you found this useful. That way we can point Zendesk product to this thread to convince them to add this much-needed functionality to the standard product. 

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  • Carl Shepherd
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  • Carl Shepherd
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  • Carl Shepherd
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  • Carl Shepherd
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  • Brett - Community Manager
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    Thanks for sharing this awesome solution Carl!

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  • Devan - Community Manager
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    On Wednesday, February 5, from 10:00am-12:00pm CST, we'll have a special guest team of experts on hand to answer your questions about Support: Triggers and Email Workflows in your Zendesk Support instance for an AMA-style conversation!

    Just click the "new post" button and write up your question. Be sure to be as detailed as possible. The best questions include: 

    • What it is you're trying to do
    • What you've tried so far 
    • Any other context or relevant information
    • Screenshots, if you have them

    Questions posted to this topic in advance of the start time will be answered first thing on the 5th, so if you've got something you want our experts to look at, post it today!

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  • Jessica Strozyk
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    Great solution Carl Shepherd! Do you (or anyone else) have any idea how to recreate such a report in Explore? Ideally, I would like to have a view with just those tickets in it, but I have no idea how to accomplish this and at the moment I doubt that it is even possible.

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  • Brandon Tidd
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    Hi Jessica Strozyk

     

    I think you can get pretty close with results manipulation leveraging the Top/Bottom filter?
    Note it is important to put other limits in like brand and role as well to reduce the # of data points.

    Hope this helps!

    Brandon

     

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  • Joseph DeVenuta
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    Brandon Tidd thanks for posting that! Is there a way to make results like this in Explore clickable? As in, we could click on a customer's name and have it open up a tab with the customer's profile and list of tickets. Thx!

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  • Brandon Tidd
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    Joseph DeVenuta Good question!  Let me reach out to the other moderators to see what we can come up with.

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