Eye indicator feature ability wherein you can see if someone is working on a Lead, Contact, or Deal

7 Comments

  • Adam Witek

    Yup, this would be great!

    1
  • Katie Dougherty
    Zendesk Community Team

    Hi Nick and Adam,

    Thank you for reaching out to the Community! I will be sure to pass your feedback along to our Sell Product Managers. It is exciting to see more interest from current Support Users who want the eye indicator feature to also be added to Sell! 

    In the meantime, I would encourage your reps to change the Owner field on a Lead, Contact, or Deal to their name so it is clear to other sales reps that someone is working on that record. Other workflows could include adding a starred note to the top of the record, adding yourself as a collaborator, or creating your own custom field to track this information. 

    0
  • Nick Wurm

    Hi Katie Dougherty,

     

    Thanks for passing this feedback along.

     

    Changing the owner field isn't a viable solution here. We don't necessarily change the assignee on a Support ticket if someone else is working on it. We really need the "eye indicator" replicated in Sell so we can maintime similar workflows we have in Support for our agents.

     

    Adding a starred note and collaborator seems more like copying yourself on a ticket or setting the status to Urgent, which falls short of what the eye indicator provides in Support.

     

    Could you please expand upon what your workflow solution of creating a custom field to track this information would look like?

     

    Thanks again,

    Nick

    0
  • Katie Dougherty
    Zendesk Community Team

    Hi Nick,

    Thank you for your response!

    The reason I suggest the owner field is because every record must have an assigned owner from the moment it is added to your account. So that field will always be populated!

    However, if you use a custom field as the "eye indicator" field, the workflow is as follows: 

    1. A sales rep click on a Lead and inputs their name in the field or selects their name from a dropdown menu
    2. Smart lists update automatically, so other reps will see the name appear in a list 
    3. If the field is empty you will know that no one is working on the record. 

    That being said, I realize this is a workaround and I will be sure this feedback reaches our Product Team!  

    Best,

    Katie 

    1
  • Nick Wurm

    Hi Katie Dougherty,

     

    I see what you're doing here with the custom field and how that could work out, but we're really looking for a solution that involves no effort on behalf of our team members as they'll be in-and-out of Leads, Contacts, and Deals very quickly and having to constantly update this field would be a less than ideal use of their time.

     

    Thanks for passing the feedback along to the Product Team!

     

    Best regards,

    Nick

    0
  • Adam Witek

    I agree with Nick, it can't require any extra work.

    1
  • Nick Wurm

    We need this in Sell so sales reps can avoid "collision" on Leads, Contacts, and Deals.

     

    0

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