We use Zendesk for sometimes hundreds of tickets a day from many customers. We use the "Home" inbox view most frequently, but sometimes also use custom views to manage support tickets.
Our preferred view is this sort order of importance:
- Grouped by priority, descending
- Sort by: Latest update by requester
This view is almost perfect for a First-In-First-Out (FIFO) workflow, but leaves two caveats:
- When a requester replies multiple times to a conversation before an agent replies, their ticket is "updated" with each new reply and their ticket is pushed down the queue, delaying our response time.
- When an email reply comes from someone in the ticket CC field, this isn't treated as the "requester" and the message appears unnaturally at the top of the ticket view.
We have not found a solution so that agents can deal with all messages in their "Home" view or in a custom view such that all tickets can be handled in a FIFO manner - the two exceptions above cause problems, particularly the first when someone replies before hearing back.
Have we missed a sorting option that would help? If not, can a new sort option be added to ensure a FIFO ticket workflow?
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