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Use Followers as VIEW parameter conditions

Planned
Thomas (internalnote.com)
Community Moderator

Zendesk is setup by default with a "My Tickets" view which shows agents all tickets assigned to them,

Since the new Follower feature, more often than not we assign tickets to the Tier 1 that should follow up, with Tier 2 as a follower for internal feedback (agent or light agent).

Currently the only way for agents to discover followed tickets is:

  • Opening their profile and viewing the dropdown for followed tickets
  • Looked at their email inbox for CC alerts.

(Accidentally, making it impossible to view these tickets on the mobile app too)

I'd love a view that has all tickets Assigned To Current User, or Tickets followed by Current User.

Anyone elke who'd love this or sees a need for this?

52 Comments

  • Hadassah G

    Any update on this?

    6
  • Rickard Läckgren

    Hi.

    We just started using followers and expected this to be a view as well. We have a huge need for this development. The original post is dated October 2019, as you refer users to make views this should be prioritized. Is there any update on this function?

    0
  • Meg Gunther
    • Edited

    I'm at a loss why this has been marked so low on priority. I do not see any update in the last year when this was posted. Can we please get an update on this? 

    0
  • Patrick J Mims

    I wouldn't think this would be too difficult. Every email that is CC'd is associated with a User. I wanna know what Users are CC'd, specifically myself. If this can't be done, perhaps allow tickets to be assigned to multiple Agents. The lack of this feature makes my job significantly harder. Some tix I am a passive Follower, others I am active and precious time ticks away while I either overlook the ticket or am unable to promptly locate it.

    This is a major limitation. IBM would appreciate progress on this.

    2
  • Rob Lees

    Any updates on this Salvador Vazquez?

    Shocked this functionality isn't a default setting, especially for Light Agents where they don't need to see tickets they aren't following or CC'd on!

    2
  • Thomas Joussot

    +1 feature request

    2
  • WhatsApp Connector

    Hello, please let us know if there is any update on this. Thanks

    2
  • Bill Cao

    It's been almost 3 years since the first post dated October 2019. I am one out of so many customers crying for this feature.

    2
  • Ron de Vries

    This should be implemented a.s.a.p. It's really frustrating for our agents to move from the Views page in order to see tickets in which they are CC-ed or Follower. The proposed marketplace app is nice for sure but this should be basic functionality and not a paid add-on

    1
  • Ron de Vries

    Any updates on this Zendesk? 

    1
  • Brett Bowser
    Zendesk Community Manager

    Hey everyone,

    Sorry for our delayed response and thanks so much for your patience while we look into this functionality. Followers as a view parameter is still something we plan on addressing but first our resources are being directed towards upgrading our infrastructure. When our work is complete with that project we plan to pick this up again some time next year. 

    We will be sure to share more information and updates as they are available in this post. Thanks to all for taking the time to share your feedback with us!

    2
  • John Westover

    Adding support to this as well. A necessary feature and super strange it isn't available out of the box.

    3
  • Jason COCKING

    We have a lot of users that follow our tickets. Right now a user cannot do an export on their followed tickets. 

    Please add this functionality. 

    2
  • Christina Yates

    Can we get an update on this? 

    2
  • Christina Yates

    Is there an updated ETA for this feature? The last update says it would be rolled out in 2021 and I'm still not seeing this as an option in 2023. Am I missing something?

    4
  • Bryan Brantley
    • Edited

    Hey Zendesk,

    It has been two years and no update to this functionality? This is a core function of your product. We should not being paying a third party service to get this metric when needed. What is the answer here? Salvador Vazquez Brett Bowser

    6
  • Adam Wilson

    Would love this "feature" without having to pay a third party such as this for it 🫤

    2
  • Bryan Brantley

    Salvador Vazquez Brett Bowser what are the updates here? This thread has a long history, and there is another as well. I would say this is considerably important to your customers. 

    0
  • Óskar Ómarsson

    Salvador Vazquez thanks for the update, I must say that this is really exciting for our setup, looking forward to see this realeased.

    Best regards
    Oskar

    0
  • Thomas (internalnote.com)
    Community Moderator

    Note:

    Since the new Agent Home will contain native Followed and Cc'd views, we decided to make our Follower View app free on the Marketplace!

    https://www.zendesk.com/marketplace/apps/support/282379/follower-view/

     

    Enjoy!

    3
  • Ron de Vries

    Thomas, 

    That's great news!! Thanks! 

    0
  • Jill Bragg

    Thanks so much Thomas!! This is exactly what I was needing.

    0

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