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Adding ability to restrict views to tickets updated by end user
Posted Sep 17, 2018
Currently today, in Zendesk views, you can add the column for last updated by and the value is either "End User" or "Agent" . This is helpful and we are currently using this, but...
What we are looking for is to be able to use this as a View condition so we can update our view to have only tickets updated by End User vs. having both, then grouping, sorting, etc. So adding a "Meet all of the following conditions" or "Meet any of the following conditions" would have a choice called "Ticket:Latest updater type (agent/end-user)" with the choices "Agent", "End User", "All"
The primary use case is when we have a person call in sick or one of our support locations on holiday where we do not want to list them OOO and bounce their entire queue out to the open ticket queue. That ends up causing a lot of chaos to eventually find, assign or re-assign back to the original assignee. Also adds ticket open time to the agent unnecessarily.
Please consider accordingly, seems like a fairly easy feature implementation.
7
22 comments
Official
Salvador Vazquez
Hey Greg, thank you for taking the time to provide us with this feedback. We apologize for the delay on our end in providing you with a response to your feature request.
This is a great feature request and I have added it to the backlog for future consideration. This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community.
0
Official
Salvador Vazquez
Hey Greg, thank you for taking the time to provide us with this feedback. We apologize for the delay on our end in providing you with a response to your feature request.
This is a great feature request and I have added it to the backlog for future consideration. This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community.
0
Ken Tsang
This would also be useful for us so we can address end-user responses as urgently as we would want to address new tickets.
0
Stacy Win
I have a similar use case, I would like a view condition based on the requester user type.
We have super-users, they are employees at our client, that are set up agents in Zendesk. They had Tier 1 support in the account for their organization.
Would like to be able to setup a view to display tickets these super users created without having to hardcode the conditions to the specific ticket requester user names
0
Daniel Kerr
This feature is important and must be added.
Since Zendesk isn't interested in showing this thread to their product managers - let me give you my feedback as one.
This feature is conspicuous in its absence it's a hustle to get us to upgrade to a plan with SLAs.
1
Artjoms
we also waiting for this future, it will be very usefully for us
1
Cristian Cucu
We definitely need this too. Peak times are a pain, and all we have to work with are sorting options.
1
Nicole Saunders
Thanks for posting, Adam. We've made sure the product team is aware of this request as they're going through their roadmap planning.
1
Adam Eisenman
We definitely need this, and surprised it doesn't exist. There are many use cases where you need views to only show tickets last updated by the end user and not the agent. This currently isn't possible.
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Chris Hix
I have a Textline group ( A holdover from when we used Textline) that includes the CSR and CXA groups. The CSR group is tier II support. Text tickets come into CXAs. The ticket is either handled or sent to CSRs. The problem is that CXA and CSR do not cover all the same hours. If the end-user has another question after being sent to the CSRs and text back the CXAs will not see the customer's second contact and can sit for hours. Our SLA is 1 minute.
I want to create a couple of views that will address this issue. If I add the Textline tickets to the CSR and then have a Text view that shows tickets that are in the Textline group and updated by end-user then the CXA will see the additional contact from the customer. We use playlists.
1
Joose Vettenranta
This would be very useful feature.
1
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