Remove dashboard updates once ticket is viewed

23 Comments

  • Nicole Saunders
    Zendesk Community Team

    Hi Damian - 

    Thanks for your feedback. Can you explain in further detail what it is that you're looking for and what the impact to your business is? 

    -1
  • Damian Temple

    My apologies as this was the first time leaving a comment and i did not mean to make a new thread. 

    On your home dashboard, left column, agent is able to view updates to their tickets. Which is nice. 

    But it becomes essentially pointless if the updates don't disappear after you have viewed that particular update. 

    The impact on my business is minimal of course, but it certainly is a waste of a good feature that many users would otherwise take advantage of. 

    4
  • Brent Imhoff

    I am absolutely see this as a need as well. I am currently dealing with upwards of a hundred tickets a day, and having the notifications of when responses come in is great. It is easy to open, review the conversation and post a response.

     

    However, with hundreds of these coming in a day I need a way to clear the ones I have responded to and leave the ones up I have yet to get to.

    What is the point of a notification if you cannot review it, address it, and close it?

     

     

     

    3
  • Nicole Saunders
    Zendesk Community Team

    Thanks for adding your thoughts, Brent. 

    I checked in with the product team and no changes to the agent dashboards are planned for the next 6 months, but we'll continue collecting user comments and votes. If enough users express that this would be a valuable change, the product team may consider it when planning their roadmap for the second half of the year. 

    -3
  • Chantelle Janelle

    Checking in as another organization with agents who would like this feature!

    3
  • Mstringham

    I am commenting to add another customer that shares Damian Temple's comments described here.

    As it stands, what Damian described is actually very frustrating to myself and other users, and it indeed has an indirect business impact

    (frustrating dashboard layout with unnecessary display of old updates that were already viewed yet unable to delete them from view, causing agent to be distracted from higher priority tickets, resulting in lower productivity, fewer resolved tickets, and unhappy customers).

     

    Nicole and Zendesk staff - PLEASE push the product team to fix this. It is frustrating, clunky, and bad for business.

    5
  • Phil Qualter

    Our org would also like to have the ability to remove or hide comments once they have been viewed. If you have already dealt with the incident, continuing to show the comment gives you the sense this still needs to be addressed.

     

    5
  • Nicole Saunders
    Zendesk Community Team

    Thanks for sharing your feedback, Phil. Also, I see that this is your first post. Welcome to the Zendesk Community!

    0
  • Matt

    In the process of going live with Zendesk and can't figure out why there isn't a way to remove or otherwise indicate which updates have been acted on.  I've had requests from both our company owner and also the customer service manager asking why this feature is "broke". 

    4
  • Andy Chard

    This definately needs implementing, really annoying to see updates just hanging around, would be so easy to let us remove them

    1
  • Adam Smith

    +1 from me - find it very odd it was designed this way in the first place... 

    2
  • Sintija Ergle

    I agree with the previous users here - there is no point in having a ticket update timeline if the timeline isn't cleared up. Look at how Freshdesk manages the stuff on their ticket updates timeline - that's a good example.

    2
  • Maria Klatte

    Hey there,

    I'd like to join the previous posters in their request for this feature. Having already dealt with "updates" has no functionality and rather confuses your users. Would be great if you could find a solution for it. We'd definitely appreciate it.

     

    Best regards

     

    2
  • Steve W

    This should be an absolute must and I'm surprised ZD doesn't see the importance of this.

    Removing a ticket from your dashboard view will make the view cleaner, help to quickly identify tickets that require a response but most important, serve as a safety not to easily miss responding to an extremely important ticket. 

    With all do respect, Zen Desk might not care about their customers, but the people making this request obviously do. 

    Please rethink not implementing this much needed update. 

    Thank you. 

    2
  • Scott Whittington

    +1 from me too for what it's worth.

    A dashboard is a real-time view of what is going on and so it's a must to at least have the option to enable a 'Dismiss' option to alerts such as this.

    Come on ZenDesk, please give us an idea of when this can be implemented?  After all, the alerts do disappear after a while so a setting to override that with a defined action (trigger or user based) shouldn't be too difficult or take long.  You'll please a lot of the ZD community.

    Thank you.

     

    1
  • Jason Nowak

    Adding another customer to this. Having the ability for the updates to either disappear after being clicked on or a manual "X" option to close after viewing would be great. It would go a long way to help with the dashboard not looking so cluttered. 

    1
  • Chris Hood

    Can you please implement some kind of change or options?  Either the ability to remove the "Updates to your tickets" column, or an option to remove individual update bubbles at the very least.

    Why do I need to see an update to a ticket that was closed in December (3 mo. ago)?

    1
  • Don McCall

    +1 Agree, this would be a great addition.  constantly scanning down the list trying to remember which ones I have looked at or not is not productive.  should be able to 'check off' an item to remove it from the list or remove it once it has been clicked on.

    -1
  • Champ Yarbrough

    This would certainly make this dashboard much more useful as it is the agents here feel like it is really just noise.

    -1
  • Jen Lee

    +1

    -1
  • Natalie

    +1

    0
  • Janice Brown

    I'm new to Zendesk and in the middle of Training various Agents.  I assumed that once the updates were read there would be a way to at least have an "X" like all the other similar notification configurations to close the box. 

    We have Agents that service external customers that may not be as savvy as the support internal Agents. 

    Having a panel of needless information is taking up too much real estate and confusing the Agents in the Contact Center.  

    0
  • Robert O'Gorman

    +1

    0

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