Adding ability to restrict views to tickets updated by end user
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.
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Thanks for your feedback, Greg. W'll be interested to see whether other users have similar needs.
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Freshening up this thread to see if there may be uptake of this feature request into the product. Again, from what I can tell, it should be a really easy modification.
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We'd find this useful too! I have just had to create a view where "Updater: End user" is all I care about, but I have to also show "Updater: Agent" (which I don't want!).
Those are the most important tickets, and require a view, as those are ones where we are awaiting the clients response about (hence, Pending), but they also have their own pending tickets with their clients.
Emails where our client has messaged their clients are last updated by agent.
Emails where we messaged our client and are awaiting response are last updated by end user (as we are agents on another account, but not his account).
We are thus the only reason that pending tickets will be last updated by the end-user!
I can't surface only these tickets and it would be very handy!
Hope this helps,
Alex
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We would also like this feature as soon as possible. It would especially be helpful during peak periods when we want to be focusing on providing the best service to end users. Is this on the current product roadmap?
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Hi Janessa -
This is not on the roadmap at this time. We are continuing to collect detailed user cases and votes to gauge impact and interest from users.
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We have a view of tickets of the requesters who have responded in the last 24 hours. However, in our case a lot of times the requester is also an agent (not an end user), so we would like to have a criterion of the last update being made by the requester. Right now, I am showing the timestamp for Requester last update and Assignee update, but then we have to compare the two values for each ticket.
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We would also like to have an option to add a criteria of "Ticket:Latest updater type (agent/end-user)" with the choices "Agent", "End User", "All".
We have a number of agents and we would like to be able to create a view so we can see all tickets were end users (rather than agents or triggers/automations) have made the latest update on a ticket.
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Yes, please! I need each agent to have a View that shows tickets assigned to them, but they have not yet responded. This is vital during peak times when things can easily get overlooked.
I don't just want to see this option in the view itself as a column, but actually be able to accomplish something like "Last update by agent" is "null" (in other words, no agent has ever updated this ticket). If there's a way to do that now, that I'm missing, please let me know.
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Yea, we need this as well. Not only the views (aka queues) but it would also be helpful when using rules. Definitely, something that should be on the roadmap after all this time Nicole.
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Thanks for the feedback, @.... This thread hasn't yet received enough traction for it to be escalated to a product manager, but once it does, we'll be sure to pass it along to their team for consideration.
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Nicole, how many comments or likes are needed to get this on the radar? Does it have to be unique companies only to qualify?
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This would truly be a benefit to our company. We have SLA"s that we have to adhere too and this would help out a lot to keep CSR's on track.
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This would be very useful feature.
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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.
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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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Thanks for posting, Adam. We've made sure the product team is aware of this request as they're going through their roadmap planning.
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We definitely need this too. Peak times are a pain, and all we have to work with are sorting options.
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we also waiting for this future, it will be very usefully for us
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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.
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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
- Form is X
- Organization is X
- Requester is agent (or not-end user)
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This would also be useful for us so we can address end-user responses as urgently as we would want to address new tickets.
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