Use Followers as VIEW parameter conditions

Planned

30 Comments

  • Official comment
    Salvador Vazquez
    Zendesk Product Manager

    Hello and thank you all for taking the time to describe the need for having Followers as a condition in Views. This is something we have in our backlog and hoping to get to it this year. This is unfortunately not a straight forward feature addition. We are currently working on some foundational work that will enable us to add this feature and other highly requested features soon. We appreciate your patience and will update once we have a more concrete date.

  • Dan Cooper
    Community Moderator

    I personally would love the flexibility to create a view that mirrors any of the other pre-built views that exist in Zendesk today.  This would include the CC and Follower views on a user profile and expand into suspended ticket views.

    I would love to be able to create these views using native tools vs just having these in product.

    4
  • James Lucas

    Yes 100%.

    We are also looking for this exact feature mentioned above, and this is stopping us from rolling out to our field support team, who need a view in the mobile app of tickets they follow, conditional on multiple factors (which we can define in the view).

    5
  • Dave Yoha

    Your friends in the last mile delivery software business would also benefit greatly from better accessibility to followed tickets.

     

     

    3
  • Lorin Rivers

    Kind of surprising this isn’t part of the product. The workarounds proposed are lame.

     

    2
  • Ryan Miller

    This really needs to become a feature in the View area. As a developer, I'm astonished that Zendesk hasn't developed this already. When you roll out a feature like CCs, you need to put the time and attention into adding all the details that make that workflow actually work.

    Do better, Zendesk.

    5
  • Thomas Verschoren
    Community Moderator

    Hey,

    I tried solving my own problem by creating a better experience for agents with the Follower View Marketplace App for Zendesk Support:

    https://www.zendesk.com/apps/support/follower-view/

    -2
  • Ryan Boyer

    Similar to the comments above, I would like the ability to have the Followers field be a selectable column for a View. Currently, there is no way to select that field (Followers) as a displayable field in a View. There are use cases where the Follower of a ticket is the actual "assignee" not the person in the Assignee field, so this field is important for us to see in a View.

    5
  • Matteo Franceschini

    I think it's crazy that this is not available as default for everyone. This lack impairs the communication and it's a real damage to an otherwise good product. How long do we have to wait to have it implemented?!

    6
  • Mitchell Cole

    I would also like to add my voice to this need. Either I am totally missing how to do it, or we cannot do many basic functions based off of the Followers field, including views and such. This needs to be added ASAP please. 

    3
  • Suzanna Kaye

    Over a year of people requesting this and it still isn't even in the plans to add. For a customer service company, their customer service seems to be failing. (Since they have the view functions with the ability to choose the parameters this should be an extremely easy feature to quickly add.)

    Disappointing, ZenDesk......

     

    3
  • Nick Beagley

    We also see this as a rudimentary requirement for people to be able to see tickets they are followers for in a view. Crazy this isn't there already. Even more crazy that nobody from Zendesk feels it worthy of being on the roadmap, or maybe show the consideration of their customers to respond here?

    2
  • Joel Mayer

    @...  Is there any visibility about this with the product managers?

    1
  • Borgny Hageberg

     I would also like to add my voice to this need. The view inside the profile is not possible to "play" (push the next button), and we really need to se the organization, the priority etc (configrue the columns).

    0
  • Craig Bailey

    I stumbled on this today. When onboarding new support folks I request to always be added as a follower on their tickets for a period of time. A view is a critical insight into into those tickets and ensure customer quality as I need to jump in quick if they are off track. As of now, I have to search around wasting a lot of time keeping up.

    Then there is the absence of Follower reporting in Explore...   

    Followers are a critical support feature for us.

    2
  • Jeff See

    It is hard to maintain Customer Service as a priority when leads/managers are spending unnecessary time tracking down emails or hunting for follower information.  This feature is a MUST in our enterprise organization.  Views is the primary agent workspace, agents need to monitor follows to engage and rapidly respond to time sensitive issues. 

    Bump this up the priority pole!  I cannot think of any feature that is more important to deploy to your customers, which in turn provides better customer service.

    1
  • Claire Machia

    Glad this thread has finally gotten some attention and an official response, but an ETA on when we can expect this feature to roll out would be appreciated. Since it IS possible to trigger notifications based on tickets you follow via the Zendesk mobile app, you'd think this wouldn't be so big of a lift to implement. 

    2
  • Eric Lozauskas

    Chiming in here as well - We need the ability to have triggers based on followers and a view of tickets that the agent is following and CC'ed on. I created (years ago) my own @mention system that adds tags on each ticket with the agent's name so that they can quickly see tickets they are mentioned or tagged in from a view. Trying to implement the built-in Zendesk @mention system now with it automatically having the agent "follow" the ticket with no way of seeing those tickets in the views brings me right back to having to use my home-grown system. Ughhhh. Please, Zendesk. Fix this! We need the following conditions: Tickets where "Follower" "is" "(current user)", etc.

    1
  • Geran Smith

    Glad to hear that this is being implemented in the near future. Having this would reduce the need for a few different addons!

    1
  • Erica Sutherland

    There is definitely a use case for being able to use follower as a condition in views. I see the marketplace app add on which is a paid feature- seems nice because it doesn't go against your personal and shared view count. I wish this was out of the box and not an upgrade for sure. 

    https://www.zendesk.com/apps/support/follower-view/

    1
  • Kyle Pinkley

    I would love to see this functionality as well. I had an agent request this.

    2
  • Robert Svihla

    I saw the update from Zendesk from a few months ago, and it's great to hear they're working on a solution to this, but I just wanted to reiterate how useful this feature would be. Some of our agents do rely on the following tag to deal with multi-agent tickets that need to touch a few different people, and the only real course of action at the moment is constant re-assignment. Having a "tickets I follow" view easily accessible from the main workspace would be a huge hit.

    1
  • Borgny Hageberg

    We are an organisation of 160 employees where approx 100 agents are using Zendesk. Only 17 are in the support-senter, 50 are consultans and the rest sellers and teck. We are also having tickets with multi-agent involvment to solve the complex config and custom issues. The nr 1 feedback from the CSAT is about the time it took to get the solution, and we know it is about getting internal answeres. "Tickets I follow" solution today in Zendesk is so little tempting to use, gives no veiw of the SLA and is so gravely hidden that most of our agents do not understand where to find the view. This slows us down, waiting for the "on hold - somewhere in the organisation"-tickets and the owner of the ticket must tag the other agents, or light agents, again and again, in an attempt to fill the e-mail inbox and be lucky that this day, they will see this system generated e-mail on an hopefully not so busy day. Is there some news about the roadmap here?

    0
  • Nicole Saunders
    Zendesk Community Manager

    Hi Borgny -

    They're working on a bunch of infrastructure things that are necessary before further new functionality can be added. No specifics we can share publicly right now, but we'll continue to update this thread every few months as progress is made. 

    0
  • Ruddy DEROSIERS

    I agree with all of the above comments.

    Time to wait a few months (years?), Has someone found a way to list these tracked tickets thanks to the API?

    Thx

    Ruddy

    1
  • Thomas Verschoren
    Community Moderator

    Hey @...

    It's available via API by using the following call:

    var id = {ID of the user you'd like to get tickets for}
    var path = https://yourdomain.zendesk.com/api/v2/users/'+id+'/tickets/followed.json?include=users';
    let options = {
    contentType: 'application/json',
    url: url,
    type: 'GET',
    cors: true
    }

    The returned array contains all tickets where that user is a follower and all other related users to that ticket (the include=users parameter sideloads that)

    Or you ca see it working in this (recently updated!) app:

    https://www.zendesk.com/apps/support/follower-view/

    2
  • Geran Smith

    That app looks like a nice step forward. It is sad that we have to pay for an app that should be base functionality in Zendesk...

    I'd love to get confirmation if this feature will actually be built this year before I spend an additional bit of money on apps.

    1
  • Human-ISM Sysadmins

    Please also move CC's and Followers from the hard-coded notification in Ticket Settings (which cannot be disabled, edited, or modified), and move them over to Triggers (where all other notifications live and can be customized) when you do this!

    Or, failing that, at least add CC's and Followers to Trigger actions, and add a checkbox to disable the default hard-coded notification for CC's and Followers in Ticket Settings.

    See this FREQ thread for other people's requests for this feature: https://support.zendesk.com/hc/en-us/community/posts/360037774633-Ability-to-reference-Followers-within-Triggers-Automations-Views-Macros-etc-?page=1#community_comment_4405125239450

    2
  • Rob Fea

    This is a significant missing feature. Salvador Vazquez, can you please provide an updated on how far down in the backlog this is? This makes the following feature pointless in my mind.

    2
  • Hadassah G

    Any update on this?

    0

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