Adding ability to restrict views to tickets updated by end user

15 Comments

  • Nicole - Community Manager
    Comment actions Permalink

    Thanks for your feedback, Greg. W'll be interested to see whether other users have similar needs.

    1
  • Greg Bakken
    Comment actions Permalink

    Freshening up this thread to see if there may be uptake of this feature request into the product.  Again, from what I can tell, it should be a really easy modification.

    1
  • Alex Denne
    Comment actions Permalink

    We'd find this useful too! I have just had to create a view where "Updater: End user" is all I care about, but I have to also show "Updater: Agent" (which I don't want!).

    Those are the most important tickets, and require a view, as those are ones where we are awaiting the clients response about (hence, Pending), but they also have their own pending tickets with their clients. 

    Emails where our client has messaged their clients are last updated by agent.

    Emails where we messaged our client and are awaiting response are last updated by end user (as we are agents on another account, but not his account).

    We are thus the only reason that pending tickets will be last updated by the end-user! 

    I can't surface only these tickets and it would be very handy!

    Hope this helps, 

     

    Alex

    1
  • Janessa Goldberg
    Comment actions Permalink

    We would also like this feature as soon as possible. It would especially be helpful during peak periods when we want to be focusing on providing the best service to end users. Is this on the current product roadmap?

    1
  • Nicole - Community Manager
    Comment actions Permalink

    Hi Janessa - 

    This is not on the roadmap at this time. We are continuing to collect detailed user cases and votes to gauge impact and interest from users. 

    -1
  • Jamie Noell
    Comment actions Permalink

    We have a view of tickets of the requesters who have responded in the last 24 hours.  However, in our case a lot of times the requester is also an agent (not an end user), so we would like to have a criterion of the last update being made by the requester.  Right now, I am showing the timestamp for Requester last update and Assignee update, but then we have to compare the two values for each ticket.  

    0
  • Leah Hanson
    Comment actions Permalink

    We would also like to have an option to add a criteria of "Ticket:Latest updater type (agent/end-user)" with the choices "Agent", "End User", "All".

    We have a number of agents and we would like to be able to create a view so we can see all tickets were end users (rather than agents or triggers/automations) have made the latest update on a ticket.

    0
  • Marci Abraham
    Comment actions Permalink

    Yes, please! I need each agent to have a View that shows tickets assigned to them, but they have not yet responded. This is vital during peak times when things can easily get overlooked.

    I don't just want to see this option in the view itself as a column, but actually be able to accomplish something like "Last update by agent" is "null" (in other words, no agent has ever updated this ticket). If there's a way to do that now, that I'm missing, please let me know.

    0
  • Perry Pontano
    Comment actions Permalink

    Yea, we need this as well. Not only the views (aka queues) but it would also be helpful when using rules. Definitely, something that should be on the roadmap after all this time Nicole.  

    1
  • Nicole - Community Manager
    Comment actions Permalink

    Thanks for the feedback, Perry Pontano. This thread hasn't yet received enough traction for it to be escalated to a product manager, but once it does, we'll be sure to pass it along to their team for consideration. 

    0
  • Greg Bakken
    Comment actions Permalink

    Nicole, how many comments or likes are needed to get this on the radar?  Does it have to be unique companies only to qualify?

    0
  • Randy McCluggage
    Comment actions Permalink

    This would truly be a benefit to our company. We have SLA"s that we have to adhere too and this would help out a lot to keep CSR's on track.

    0
  • joose vettenranta
    Comment actions Permalink

    This would be very useful feature.

    1
  • Chris Hix
    Comment actions Permalink

    I have a Textline group ( A holdover from when we used Textline) that includes the CSR and CXA groups. The CSR group is tier II support.  Text tickets come into CXAs.  The ticket is either handled or sent to CSRs.  The problem is that CXA and CSR do not cover all the same hours.  If the end-user has another question after being sent to the CSRs and text back the CXAs will not see the customer's second contact and can sit for hours. Our SLA is 1 minute.

    I want to create a couple of views that will address this issue.  If I add the Textline tickets to the CSR and then have a Text view that shows tickets that are in the Textline group and updated by end-user then the CXA will see the additional contact from the customer.  We use playlists. 

    0
  • Adam Eisenman
    Comment actions Permalink

    We definitely need this, and surprised it doesn't exist. There are many use cases where you need views to only show tickets last updated by the end user and not the agent. This currently isn't possible.

    0

Please sign in to leave a comment.

Powered by Zendesk