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Remove dashboard updates once ticket is viewed
Posted Sep 30, 2019
Dashboard NEEDS the ability to remove updates once visited.
29
55
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Posted Sep 30, 2019
Dashboard NEEDS the ability to remove updates once visited.
29
55 comments
Christopher Stichter
@...
Can you help me to understand the intended use of this feature? I agree with most of the comments, but maybe I do not fully understand the intended design?
0
Nicole Saunders
Hi Christopher,
I can't begin to speak to the intentions of the team that built or designed this feature, but we'll see if we can get someone from the product team in here to share their thoughts.
2
Erin McCool
+1 for me that the dashboard me redesigned to dismiss updates that have already been viewed/addressed.VERY frustrating user experience to see updates to already closed tickets just hanging around. It makes it seem like we didn't address the issue or close the ticket properly or something. They should a least disappear once the ticket is closed!
2
John DiGregorio
+1 on this is an annoying feature - you should at least allow people to collapse the view - you are taking up a 1/4 of my screen for something I don't need as a manager. Someone assigned 5 cases to me yesterday and now I am stuck with the update panel
2
John Danaher
+1
1
Benny R
+1 here. It looks like users have been asking for this to be removed or at least be configurable for years now. What is Zen's reasoning for not doing so?
1
Mike Davoust
Hello! I agree with the original poster... and his comments:
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.
2
[VI] Julia Laars
Seeing the last 100 ticket updates from your ticket on the dashboard is not useful at all. This could be tickets from last week but also tickets from half a year, which you don't need at all.
Agents lose track of what they have checked already, what they have to check again or what is closed already.
It should be possible to edit in your account how long this notifications are visible to agents.
Some ideas:
3
Viorel Parvan
Yes, has anything been done to be able to remove notifications that are old? They should at least disappear if you viewed them or clicked on them. Please do something about it, because my dashboard has been filling up with irrelevant information. Very difficult to filter through it. Come on!
Thanks
2
Isabelle Judlin
Please can we get an update as to when this feature will be added to Zendesk? Thanks
1
Champ Yarbrough
Just wondering where this issue stands today? As currently designed the dashboard is useless to for our users and it appears that that is case for quite a number of Zendesk customers.
1
Gary Boackle
Has this been fixed? Can a clear all or individual clear button be added?
2
Season
This is a pretty glaring omission from the primary view my agents use every day, and this thread has been open for over three years (!!). Could a Zendesk PM please take a look?
1
Daniel Arellano
Hello, I ended up here looking for a way to remove ticket updates from view and I can see that this thread definitely could use an updated response. Zendesk already has a TON of wasted space on screen, either whitespace or features like this that aren't useful.
Please add this feature at present I don't have a real reason to use that dashboard screen.
1
Nicole Nease
Any word on getting this updated? It's pretty much useless if we can't clear it.
2
Carolina Almeida
@... Has there been any reconsideration on allowing agents to dismiss or close out notifications once they have worked that ticket? It's great that notifications show up on the dashboard but ultimately this will just confuse agents if they can't dismiss alerts for tickets they've already solved. I'd be surprised if you own agents didn't feel the same way.
1
Gary Boackle
This issue has been in place for over 3 years with no resolution. Will you please share a product roadmap to help us understand where this fits in the development plan?
1
Richard Tudge
I am baffled by how anyone could implement a feature like this with no consideration for how the updates are cleared or dismissed.
2
Allie McCaw-Niederer
Resurrecting this request since we're in 2024 -- any updates on when we can expect some iteration here? It's so strange to see "Updates" on the main dashboard for tickets that were closed months ago. Confusing for our agents for (what I can tell) no good reason.
Thanks for any insight!
2
Samual Preiss
I agree that this is a feature that should exist within Zendesk.
At the very least, we should have the option to hide the updates we have answered, so we can ensure the least possible amount of confusion, considering there are a lot of us here that would handle many tickets daily.
I too, am baffled as to why this isn't something we can't do yet.
2
Matt Hibberd
We have just gone live on a global implementation of Zendesk, we are less than 4 weeks in and this has been raised as a topic from my team as something that will really help improve efficiency as you would know what tickets require updates especially if you recieve high volume traffic each day,
im surprised this was raised 5 years ago and it appears after 2 years Zendesk team have given up responding to this, very for and update that could have an incredible impact to the usability of the system
i would love to see a dismiss function to the notification on the dashboard updates section,
1
Zac Garcia
Hi Matt! Thanks for this feedback. Note that next month, Zendesk customers will be migrated to an enhancement over the dashboard, which we call Agent Home. This will make it easier to keep track of your open tickets in many ways - including the addition of Unread Indicators (which we hope to ship in the coming months) to notify you which tickets have received new comments since you last viewed them.
0
Leila Cook
Did this ever get solved? As I still have updates from SOLVED tickets that remain on screen
0
Matt Hibberd
Hi Zac
just following upon this one, the agent home screen allows to view updates that have arrived but you cannot dismiss them or mark them as viewed once they have been looked at so they come of your list.
This hampers efficiency because agents that are running 50+ tickets at any given time have lists and lists of ticket updates showing on their home page and they need to be able to clear this list down as they action them so they dont waste time going into tickets they have already actioned
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Zac Garcia
Hi Matt!
What I'm hearing from you is that the “Updates” list to the right of the main work list, is showing some data that is either a) already reviewed and actioned by agents or b) is related to Solved tickets. In both cases, it's no longer relevant.
In the near term, I recommend relying on the main work list, and ticket statuses, to organize work. For example, if a ticket has been actioned by an agent, and is waiting for a customer reply, use the Pending status to indicate this.
As mentioned before, we hope to ship capabilities that make workload management even easier. These include read/unread indicators (as mentioned before). Right now, the work list is the dynamic area that agents can use to manage workload, and the Updates feed functions as more of a static representation of recent updates. We do hope to improve that, but there are no immediate plans to make a change to the Updates panel - it's on the radar as an area that could use some attention based on the feedback above.
I'm happy to connect anytime at my firstname dot lastname at zendesk dot com to correspond or even have a live 1:1 conversation for more feedback!
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