Dashboard "Updates to your tickets" mark checked

63 Comments

  • Morrow , Zach

    I found a chrome extension that blocks it, using the instructions here for the Stylish Addon:

    https://superuser.com/questions/759745/how-to-block-div-on-website-permanently-using-chrome 

    and the code used is: .activities {display: none !important;} .

    I used the option URL and put the link to our Zendesk Dashboard.  Hides it perfectly.

     

    4
  • Kyle Kipp

    Thank you Zach, this is great! I'm definitely trying it out.

    1
  • Julie Lafnitzegger

    +1 Copied below from another comment... I agree!!! Pretty please implement this!

    "Our agents would like to be able to use this feature to keep track of what they have yet to do.  They'd like to be able to remove each update individually as they work through them, leaving them always with a list of outstanding updates."

    It is especially odd that these updates do not disappear after a ticket is submitted as Solved. I keep thinking I need to take action when I don't, which wastes my time & distracts my focus away from new tickets.

    0
  • Darren Bell

    +1 for this too.

    We've only been live on Zendesk for a week and finding a whole load of our wish-list items have already been requested and are popular suggestions with other users. 

    0
  • Nicole Saunders
    Zendesk Community Manager

    Hey Darren -

    Thanks for the feedback. Hearing what our users need is important to us. Make sure you're also using the voting buttons on the original post of any requests you're interested in - we do look at those to gauge how many users a given request would impact or be important to.

    0
  • Jim Potter

    I've just started looking at this feature and also feel like for it to be valuable...

    The moment I click on one of the tiles and am taken to the actual ticket, that tile and any older tile representing older updates to the same ticket should either:

    A) go away completely or

    B) change color and compress down to a single clickable line (in case I want to revisit it)

    I suppose if you are REALLY on top of your updates, then you'd be able to say that only the first "un-scrolled page worth" is important, but with the number of tickets I have and with the volatility of them, I really need to go about 3-4 scrolls deep to just see everything that came in while I was away at lunch!

    Having control over what remains visible in this queue would vastly improve its usefulness.

    0
  • Benedict Marsh

    I found this thread looking for a way to close these updates, or adjust them. I, too, find them very useful initially. However, it is very confusing that I have tickets that are 3 weeks old that have been solved and untouched during that period, and yet they remain in the "Updates to your tickets" section. I have clicked on them, read them, and they have not been updated any time recently, so why are they still there??? 

    Once I click on it, and view it, and most certainly respond or solve the ticket and it is closed, it should automatically be removed from that list. 

    It would most definitely be very useful if it could be marked as "read" or whatever, and removed from that list until the next time it is actually updated.

    Please make this update :)

    2
  • Kyle Kipp

    We're all better off giving up on this. There is no sign of hope other than the macro that gets pasted here every few comments. This is done getting done, folks. 

    1
  • Huda S

    I have an issue now! We have a master ticket assigned to me which is used to merge thousands of tickets of the same category. This actually flooded "Updates to your tickets" section in my Dashboard. How do I clear this without having to click on each of them individually? 

    I'm unsure if I have missed some important notifications. 

    1
  • Jasmine Slater

    Thank you Zach- it works perfectly!!!

    0
  • Vida Divina

    I believe this would be a great improvement. Please Add this feature.

    Thank you

    1
  • Vida Divina

    Jannet wants it too. 

    -1
  • Jamey Pringle

    I agree with most people. 

    We would like a way to hide or "mark as done" (and have it go away or be archived) on the "Updates to your tickets" feature.

    0
  • Matt

    Please implement this change or provide a way to just disable/hide the updates section.,

    0
  • Beth R.

    It's 2021. When will this be fixed? These comments start 6 years ago. It's extremely annoying that you cannot remove these or at least mark them as read. 

    2
  • Amisha Sharma
    Zendesk Product Manager

    Hey everyone, thanks for taking the time to share your feedback with us! My team is responsible for the agents home page and we're currently re-thinking this experience at the moment. We don't have a timeline to share right now but we would love to hear more from you. What information would you like to have available to your agents on this page? Should all agents be able to customize their own dashboard?

    -1
  • Janice Brown

    +1 Here & Another post

    Remove dashboard updates once ticket is viewed
    https://support.zendesk.com/hc/en-us/community/posts/360036268693-Remove-dashboard-updates-once-ticket-is-viewed

    3
  • Stacey Jackson

    @... We've been asking for the same thing for 6 years.  If you can't change the dashboard to clear outdated notifications automatically, design it so we can clear them ourselves.

    1
  • Kyle Kipp

    @...

    This has been ongoing for six years, and a lot of the people posting here represent larger groups. Asking for details on who should be able to clear notifications really just seems like another delaying tactic. Please put yourself in our shoes as users and stop pretending to entertain this and just make the change, or don't and close the thread. Everyone posting here is looking to save time, and they are clearly frustrated! It's bad enough that people are resorting to chrome extensions to change your main dashboard. 

    4
  • Kyle Kipp

    Sorry all, I'm sure some of you are getting notified every comment.

    Just a heads up the Zendesk Product Manager that posted 20 days ago may just be a bot, they are posting the same comment on every single thread thanking people for feedback and delaying further. 

    I'm done with this, cheers!

    ---

    Thanks for taking the time to share your feedback with us! My team is responsible for the agents home page and we're currently re-thinking this experience at the moment.Thanks for taking the time to share your feedback with us! My team is responsible for the agents home page and we're currently re-thinking this experience at the moment.Thanks for taking the time to share your feedback with us! My team is responsible for the agents home page and we're currently re-thinking this experience at the moment.Thanks for taking the time to share your feedback with us! My team is responsible for the agents home page and we're currently re-thinking this experience at the moment.Thanks for taking the time to share your feedback with us! My team is responsible for the agents home page and we're currently re-thinking this experience at the moment.Thanks for taking the time to share your feedback with us! My team is responsible for the agents home page and we're currently re-thinking this experience at the moment.Thanks for taking the time to share your feedback with us! My team is responsible for the agents home page and we're currently re-thinking this experience at the moment.Thanks for taking the time to share your feedback with us! My team is responsible for the agents home page and we're currently re-thinking this experience at the moment.Thanks for taking the time to share your feedback with us! My team is responsible for the agents home page and we're currently re-thinking this experience at the moment.

    2
  • Dave Dyson

    Hey Kyle – I can 100% confirm that our Zendesk responses in these threads are definitely not from bots (I know, I know, that's just what a bot would say...). There may be some copy & pasting going on, but that's just because we're working to do a better job keeping you all informed.

     

    -3
  • Rob Meyers

    So, is this going to change?
    My agents have complained that recently the list does not clear itself anymore. It seems like this "recently updated" list might not function entirely the way it should. 

    0
  • Krista Zaloudek

    +1 from our teams on the ability to both customize the dashboard as well as mark updates as read and let the agent remove them.

    For customizing the dashboard, it would be awesome to see the following:

    - Ability for an admin to set up the initial template of the my dashboard but ultimately for the agent to adjust their dashboard. This would allow agents more ownership of their dashboard and to feel more a part of their process.

    - Ability to add columns that are used in other views, such as time to SLA breach. (This would allow for more uniformity if the agent desired.)

    - Ability to mark update comments as read and have them appear with a different color so the agent wouldn't have to spend time thinking if they had touched this or not. (And if the agent made a mistake, the ability to change the read status.)

    - Ability to dismiss update comments--especially on solved and closed tickets. We have some notifications up from months old tickets. (Again, if the agent makes a mistake, the ability to bring back a dismissed comment update.)

    Thank you for considering this request as well as improving the product--it will really help with adoption!

    0
  • Christopher Stichter

    Hi all,

    Any update on some sort of feature to manage the home dashboard or an adjustment to the function of the ticket updates? The last update I saw from a Zendesk Community Manager was from 9 months ago and I was wondering if anything would be done to adjust this feature.

    There are quite a few good suggestions here in this thread already, but maybe not enough interest to engage some changes yet?

    1
  • Puneet DOC

    Hi Zendesk,

    We are soon to migrate to Zendesk, and were directed here by our ZD expert, for a similar feedback we had from our UAT sessions. 

    I see this post was created back in Feb' 2015. What volumes of votes are required for an improvement opportunity to qualify please ? 7 + years since the initial feedback, does it count ?

    To be honest, this is more like a bug, as for most other apps (if not all) with notifications - they go away when you ack them, see / read them. or there's an option to keep them unread or dismiss them as per need basis. 

    So this is really frustrating for someone working on high ticket volumes, as they will loose sight of the important notifications, if all of them will stay there on the dashboard forever.  Defeats the purpose. 

     

    Also, from another feedback we received, the notifications (bell icon on top right corner) icon, should ideally alert when there's a new ticket or an update, but we have been told that Bell icon is only for Chat notifications. Would be ideal if all notifications stay under the bell icon and alert on a new event. Save the Dashboard real-estate for another opportunity.

     

    PS - I've also voted on another similar post (created Oct 2019) -

    https://support.zendesk.com/hc/en-us/community/posts/4409216909722-Remove-dashboard-updates-once-ticket-is-viewed

    Hope this helps build up the required vote count.

    Thank you

    0
  • Puneet DOC

    I've just realized that the notifications feature on this very Zendesk Community page works well (Bell icon top right corner - Selective clear // Dismiss all // no action - all alerts stay), wonder why ZD Support Web notifications, can not follow this ?

    0
  • Donald Davoust

    My team and I agree.. would love to have method to mark and clear Notifications on the Dashboard.Thanks!

    0
  • [VI] Julia Laars

    Please see the improvement here and fix it somehow!

    Seeing the last 100 ticket updates from your ticket on the dashboard is not useful at all. This could be tickets from last week but also tickets from half a year, which you don't need at all.

    Agents lose track of what they have checked already, what they have to check again or what is closed already.

    It should be possible to edit in your account how long this notifications are visible to agents.

    Some ideas:

    • let the agent manually remove the notification if they like
    • remove notification after the ticket status is closed
    • remove notifications after a certain time/time since viewed (editable in admin settings per account)

    same: Remove dashboard updates once ticket is viewed – Zendesk help

    0
  • Jay Scott

    This is a stupid feature, It clutters up my dashboard with comments from tickets that have already been solved. WTF, who wants this? We want to be looking forward or at present. The moment a ticket is solved this shyt needs to be removed from the dashboard. I now have bunches of them from solved tickets... what good does that do me?

    -1
  • Spencer M

    This feature is worthless without the ability to dismss, new customer to Zendesk and honestly shocked at how poorly thought out notifications are in general, but the 'updates to your tickets' section is just glaringly poor UX design.  

    Considering how long this thread has been open, I guess there is zero chance of it being fixed.   

    0

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