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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

76 comments

Keeping the chain going, when are we going to see this simple update brought to Zendesk?

6


...working on the chain gang...

Things would be so much easier to find tickets I have been CC'd on!!

2


Agree 1000%. Would be a fantastic feature! 

2


Ditto all of the above. +1

2


upvote

2


@...

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


This is like the JIRA Dark Mode saga. 2016 and still unsolved.

 

https://jira.atlassian.com/browse/JRACLOUD-63150#add-comment

 

2


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


This should be easy to implement. Not sure why it hasn't been done yet.

1


Jonathan Perel said:  "Not sure why it hasn't been done yet."

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


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


image avatar

Nicole Saunders

Zendesk Community Manager

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


+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


Yes, I would like this feature

2


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


Adding support for this request.  This would make the product so much more functional for my organization.  

2


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


@...  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


Hi, please add this functionality, thank you!

3


+1. Please add this feature!

3


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


Where is this "Assigned tickets" view?

1


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


I see. If it's already there and supported, then why can't it be part of a configurable view?

2


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


Yes I agree, Zendesk please prioritize.  What else are you working on that is more important than this?

3


+1 for this feature to be added as the current CCs view cannot be customised to meet our requirements.

3


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


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


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.

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