I should be able to create a view for the tickets I'm CC'd on

6 Comments

  • Jon Gray
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    To add to this.. So many other users have requested this and Zendesk has repeatedly refused to prioritize this. What do I need to do to get traction on this? 

     

    This is a crucial piece that is missing. Very Very frustrated. The more I explore Zendesk the limitations become more and more apparent.

    2
  • Nicole - Community Manager
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    Hi Jon -

    The product team hasn't opted to spend development resources on since you can already get a view of your cc'd tickets from within your agent profile.

    If you click on your profile and select "CCs" from the assigned tickets dropdown, you have a view of all of the tickets you're cc'd on.

    -2
  • Jon Gray
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    I already know this... Seeing as you can already filter in the profile without issue surely putting this into the View page shouldn't be hard.

    From the very brief search I did it seems most customers are already asking for this - Zendesk should be listening to the customers and as this could be an easy implementation consider actually doing something about it.

    2
  • Iain Fulton
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    We definitely should be able to have a view for CC's as the functionality is already in ZenDesk.  As our company continues to grow this is going to continue to be an issue with us.

    1
  • Ryan Ishmael
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    Creating a view that would allow employees to view tickets they have been cc'd on would be greatly beneficial. Asking our employees to view their cc'd messages by going into settings>people>then filter is an inconvenience. 

    Our company would benefit from this feature. Thank you

    1
  • Jay Espinoza
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    Since you can see CC'd tickets on Agent Profile SO it's not a view condition

    But you can see Assigned tickets on Agent Profile too SO why do we have that as a view condition for tickets assigned?

    You can see Requested tickets on Agent Profile SO why can you use that as a view condition.

    It just makes ZERO sense that the answer is you can see them on the Agent Profile.  I'd rather you take it off the Agent profile so you could make it a view condition.  

    But as I see it; it makes more sense to leave it on the agent profile so management can use the profile to see the Requested, Assigned, and CC'd tickets.  Then have CC as a view condition to make it more convenient for agents to do their jobs in one place. Sort of like having the ability to just see the tickets you want to see all in one VIEW.  

    CC view condition has been a consistently requested feature since 2014, we need you to listen to the community.

    5

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