Currently today, in Zendesk views, you can add the column for last updated by and the value is either "End User" or "Agent" . This is helpful and we are currently using this, but...
What we are looking for is to be able to use this as a View condition so we can update our view to have only tickets updated by End User vs. having both, then grouping, sorting, etc. So adding a "Meet all of the following conditions" or "Meet any of the following conditions" would have a choice called "Ticket:Latest updater type (agent/end-user)" with the choices "Agent", "End User", "All"
The primary use case is when we have a person call in sick or one of our support locations on holiday where we do not want to list them OOO and bounce their entire queue out to the open ticket queue. That ends up causing a lot of chaos to eventually find, assign or re-assign back to the original assignee. Also adds ticket open time to the agent unnecessarily.
Please consider accordingly, seems like a fairly easy feature implementation.
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