Recent searches
No recent searches
I should be able to create a view for the tickets I'm CC'd on
Completed
Posted Jun 05, 2019
This should be a native feature not a paid add on by a third party vendor. Please add it.
141
76
Recent searches
No recent searches
Posted Jun 05, 2019
This should be a native feature not a paid add on by a third party vendor. Please add it.
141
76 comments
Andrew Criaris
Keeping the chain going, when are we going to see this simple update brought to Zendesk?
6
Keith Roe
...working on the chain gang...
Things would be so much easier to find tickets I have been CC'd on!!
2
Keith Stoneman
Agree 1000%. Would be a fantastic feature!
2
John Brunker
Ditto all of the above. +1
2
Jonathan Perel
upvote
2
Keith Stoneman
@...,
How do feature requests get promoted or put on the roadmap? A Cc view is wanted by the community. What posting comments on a message board is teaching us, without any communication back, is NOT to give feedback. Instead, to become disengaged and quit wasting our time with a product we all love. ClickUp does a great job of this by using Canny, FYI. https://clickup.canny.io/
https://support.zendesk.com/hc/en-us/community/posts/4409222730266-Feature-Request-Public-Zendesk-Product-Roadmap-
6
Wilbur Meinen
This is like the JIRA Dark Mode saga. 2016 and still unsolved.
https://jira.atlassian.com/browse/JRACLOUD-63150#add-comment
2
Chuck Aurora
Wow. Flagrant disregard of customers' needs! Switching from Zendesk would not be easy, of course, but it certainly is possible. Looks like you're just betting we won't do it.
1
Jonathan Perel
This should be easy to implement. Not sure why it hasn't been done yet.
1
Keith Roe
Maybe they can't keep developers. I can see someone CC'ing co-workers on tickets so they can help and those co-workers don't even know because they don't have an easy way to see ALL their tickets.
I'd be curios to know what Zendesk uses as their internal ticketing system. Makes me wonder if they eat their own dog food!
2
Keith Stoneman
Who is the VP or Director of Product for Zendesk? How do we get more eyeballs on this? What is Zendesk's process for prioritizing features?
2
Nicole Saunders
Hi Keith,
Product roadmap prioritization considers a mix of several factors, including user feedback, long-term product strategy, market direction, competitive intelligence, etc. We made a short video about how product feedback works at Zendesk - that link will take you out to YouTube to view it.
And then here's the keynote from EVP of Product Shawna Wolverton from last fall's Zendesk Community Day, where she speaks a bit about our product development process and the role of user feedback as well.
I'll add that we DO use our own products or "eat our own dog food." This request is one that the product manager is highly aware of, it really has just come down to what other high-priority thing we would not build in order to implement this one. Product development is always a process of ruthless prioritization, and it can be hard to get to all of the good ideas in a reasonable timeframe.
-5
6Sense Inc.
+1 to adding this feature. I would like to create views for our team members to view their tickets they are the assignee and also cc'd on to make sure we don't miss any tickets or comments coming in rather than depending on the email. It will help with follow up from our teams and have a clear cut way for managers to view when a team member was cc'd on a ticket and last updated date etc. This would be a huge PLUS for our team.
4
Gary Clark
Yes, I would like this feature
2
Tom Yang
Hi. Similar to having the ability to query by "follower", I also think it would be important to be able to query by "Creator/Submitter". We have a use case where our internal agents are creating tickets on behalf of End Customers, we want the requester to be the customers themselves but still allow the owner of the ticket (Creator) to track all these tickets.
Asking our agents to go to their profile and look for tickets they're following unfortunately is not an elegant solution.
2
Marta Stoneman
Adding support for this request. This would make the product so much more functional for my organization.
2
Aaron Croon
Viewing CC'd tickets in the Agent profile is very cumbersome way to follow tickets you're involved in but not assigned too.
This is something I get asked regularly as a Zendesk Admin.
Please involve this feature to be able to create a view of your CC'd tickets!
2
Brian Mihalik
@... This hasn't been able to make it into a single feature request approval in 3 years time? What's going on with product development?
3
Dan Tennant-Ralphs
Hi, please add this functionality, thank you!
3
Marc Greenfield
+1. Please add this feature!
3
Gary Clark
I have to say that when I first thought that I needed this, I was unaware that the feature was already available as a dropdown under the assigned tickets. I no longer find it necessary.
-3
Andy Broughton
Where is this "Assigned tickets" view?
1
Keith Stoneman
This is precisely why it's needed. Don't make me think, as Steve Krug would say.
If you click on your profile, then "Assigned Ticket," on the upper left above the tickets, it's a dropdown.
2
Andy Broughton
I see. If it's already there and supported, then why can't it be part of a configurable view?
2
Ryan Barnbrook
While there is a way to find the CC's view from the dropdown, the view is not useful at all. I literally only use it to point at it and complain about how bad it is.
I currently have 26 open CCs. 2 of which are pending a response. Can it tell me that? No. I had to count them manually. However it can uselessly tell me that I've been CC'ed over 1000 times over the last 3 years. Can I sort by recent activity? SLAs? Whether I was specifically @mentioned with a direct question for me? Or anything actually useful? Nope. I can only sort by the date the ticket was created. I could spend a bunch of time reading each one everyday to check in on them... or it would be super swell of we could use the CC field as a filter for regular views so they can automatically stay on my radar and be sorted into appropriate categories.
They can obviously find and filter CC's to create the CC view, which means that they could also make it a variable to filter custom views, but they refuse to per @... previous posts. I understand that it will take development time, manpower, and testing to implement but this seems like it would be a slow-pitch home run in terms of time needed to enable a feature that literally every customer would benefit from.
4
Patrick Kloiber
Yes I agree, Zendesk please prioritize. What else are you working on that is more important than this?
3
Jason Cheong
+1 for this feature to be added as the current CCs view cannot be customised to meet our requirements.
3
Kitchen Stadium Inc.
Any update on this? I'm new to Zendesk and absolutely floored to figure this out as we will be launching in the next 2 weeks and will be using Zendesk across our entire company
1
Patricia Butcheck
I guess I'm here to chime in. We are struggling to manage the various cross-team engagements when our agents cannot see the tickets they are following in the same place where they find tickets they are assigned.
1
Jiri Fait
This one is a MUST! Please do consider implementing this option asap. You say "This request is one that the product manager is highly aware of" - he/she has been aware of it for approx. 4 years now and still not update. From as developer point of view I don't think this feature is so difficult to add. JFYI we are aware of the dropdown that shows Assigned, Requested and CCed tickets in agents profile, but a view would be much easier option for our agents. Thanks.
2