Add CC Attribute to Reporting
There is currently not a way to pull all individuals CC'd within a ticket for reporting purposes. Let's say a team member accidentally merges a ticket across clients... we should be able to pull a report to see when, who, and how this may have happened.
-
In our case we would like to report off tickets that an agent (light or full) is cc'd on and the CSAT results on those tickets.
I think any sort of visibility of CC'd people in Explore is highly valuable and without it doesn't present a clear history of the ticket and those involved in the ticket activity.
-
+1 to needing this. If a field is on the ticket it should be reportable for any reason.
-
Has there been an progress on this?
-
+ 1, please do add it
-
This was something really lacking in Insights and it does not appear to be an option in Explore either. I really need this.
-
+1 for needing this. I have a contractual need to report on CC's and would like to do it in Explore.
-
Having to retreive the tickets with cc would be great.
-
+1 we could really do with this feature
-
Yup, we just bumped into this limitation today as well. It is a really important field for us and reports would provide extreme business value.
-
+1 on wanting this feature in Explore
-
I would also love this, would be really useful.
-
Hi all!
Really cool feature request, we also require it -
+ 1 please add it
We would like to use this to see if a client is cc'd on an internal ticket. This will help improve our communication and organize our tickets. -
Hey, Zendesk team!
It would be really great to add this feature!
+1 -
Does anybody know any workaround? Our customer success managers ask for dashboard with all tickets where they are in cc and satisfying a few additional conditions which prevent from usage if user profile view.
-
Have there been any updates on this as of late? We need to get a report generated of all tickets admins have been cc'd on.
-
I really need this feature as well. We would like to report on Cc's.
-
I need this feature as well. It's been 3 1/2 years since this feature request was posted on Community. Any idea when it might be implemented? Our support team does a lot of referring customers to our resources, e.g. Community, and also generates a lot of upsell leads. It would be very helpful to know all the customer users who were CC'd on the tickets.
-
We also need reporting based on ticket followers. It would be great to be able to set up reporting on how many tickets have a follower and break it down by follower name.
I tried setting up a trigger to add a tag whenever a follower was added to a ticket, but that doesn't seem to be an option either.
-
Thank you for sharing your feedback, Mike.
Please sign in to leave a comment.
20 Comments