Use Followers as VIEW parameter conditions
PlannedZendesk 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?
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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?
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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?
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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.
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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! -
+1 feature request
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