The problem: All new tickets submitted by a Zendesk user are instantly seen as "Open", even if it is seen as "New" by a Zendesk agent.
Why it's a problem for our use case: We want our users to be clear about which tickets we are actively working on (Open), and which tickets we have not seen yet (New).
When we ask a user to log in and view their Activities, we want to visually show them the difference between their Open and New tickets. When tickets are shown as "Open" to a user, regardless of whether or not they are truly "Open" to an agent, it causes miscommunication between our company and our clients.
The solution: We'd like the option to expose true ticket status to our users when they are logged in to view their Activities. We want the user to see the same status our agent sees.
Ideally, a checkbox that turns this feature on/off for Zendesk Support customers can achieve this. If Zendesk has another solution in mind that achieves the result we want, we're all for it!
Making sure everyone is happy: We are disappointed that New status is no longer shown to our users. This impacts all of our users, every time they submit something new. This puts a strain on all team members, and makes it appear we are working on everything a user has submitted - even if:
- The new request they submitted is not supported
- They already have several open requests in our queue - requests that are actually being worked on
We understand that it is helpful for some Zendesk Support customers to show their Open and New tickets as simply "Open" to their customers. Right on! For our current use case, this is not helpful.
We feel that giving Zendesk Support customers the choice between each approach is the right thing to do.
We've searched the Product Feedback topic to ensure a similar post has not been submitted. If one exists, please link it so we can upvote the idea!
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