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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. 


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76 comments

I reviewed your top 3 competitors via trials and they all allow this feature.  Do we need to get Zendesk Sales Management involved to get a reply on this feature/functionality gap post?

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I am in need of this feature as well - clients are wanting to see what emails they've been cc'd on. Please push this one!

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Another +1 from me. This makes it infinitely harder for folks internally to browse the tickets where they are CC'd. As a light agent they can find their use and toggle to CC'd tickets, but that doesn't even show Organization as a column.

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Continuing to add to the heap of requests on this.  The current solution is simply not working in our environment as most CC'd participants simply fail to check their CC'd queue and email notifications are lost in a sea of too many emails from Zendesk.  We really need the ability to pull cc'd tickets into existing views and choose which columns to show.

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This is problematic for us who uses private groups, where some agents in other groups creates tickets and add their team members as CC to follow up on these tickets.

 

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+1 - I do not see the ability to view my CC tickets in my profile

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Any update on this, Zendesk?

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+1 - This simple feature would benefit us! 

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This is a no brainer feature. The view on your profile is not manageable. I want to see the ones with the most recent comment or the oldest ones. This just lumps them altogether. MAybe I am missing someting but the coding should be pretty easy to add it. 

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image avatar

Jill Bragg

Zendesk Luminary

Edited: I just found this on another Zendesk community post & thought it would help a lot of you out. It may not solve all of your issues, but it seems to have solved mine. & It's free!!

Still including my original post though since this needs to be a native feature in Zendesk & there are probably other use cases that this doesn't solve:

Any news on if this is being added? Also, the "followed tickets" view that's available for agents should have filtering. Also, is there a reason tickets are listed by default in ascending order of "requested date"? It seems like it would make more sense if the default was to have it show by "status" where open/on-hold/pending tickets were listed ahead of solved/closed ones.

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Pretty please! Can we allow agents to be able to use the CC field as a condition. Our staff need to view all tickets they are assigned or CC'ed on. That is because if the ticket assignee is on leave, any new message/comment posted by an end user won't be missed.

Merci!

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Good day. The CC view from the user profile section is helpful but limited. I have no control over the columns and sorting as I would if it was a custom view.

Please take this into consideration. 

Thanks for all your hard work. Take care.

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Salvador Vazquez

Zendesk Product Manager

Hello and thank you for your feedback. We hope to get this as part of views conditions by next year, 2024, along with Follower condition. I understand this must be frustrating to wait so long but you will start to see more and more improvements to views conditioning system and the views page itself. Thank you again for helping to drive the future of views.

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Someone on my team mentioned the ability to view CC'd tickets from the profile, but then for some reason you can't sort it by last updated.  It's a rather common sense need for an agent to be able to keep an eye on related tickets.  The whole redesign of the layout that made replying to tickets with that awful content window was bad enough, but these little requests not being accommodated are more like slaps in the face at this point.  If there was a proper desktop app with custom views/filtering that would be excellent, but there is not.  It's getting to the point that even though it would be a pain to switch to another ticketing system, there is only so much more headache I can put up with.

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Salvador Vazquez any update on the CC views condition release for H1 2024? We are all anxiously awaiting this.

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