Looking for a way to track high-priority tickets visually in the ZD support agentAnswered
Ideally, we would like the ability to add some custom CSS to the agent so that the background of a ticket row in a particular view would correspond to the 'priority' set on that ticket. For example, a ticket marked as 'Urgent' might appear like so:
Our organization is very collaborative and would like a way to easily identify high-urgency tickets by opening up any view and seeing the tickets marked as such. I argued that the same thing can be accomplished by ensuring that we add the priority field to be visible in the views we use, but the people want colors I guess.
Is there any configuration or customization option I have missed that would make this functionality possible? Any information or articles I have missed in my search for a solution would be greatly appreciated!
Hi Alex -
Unfortunately there's not a CSS type of thing you can change. However, I would suggest that you add the priority column to your view and sort or group by priority. This would help pull together the highest priority tickets, so it might look something like this:
I was looking through the Chrome Web Store earlier today and saw a Chrome Extension called Zendesk Priority Highlights that does what you are looking for. It isn't by Zendesk and could break at any time if Zendesk changes their Agent UI, but it seems to do what you are asking for.
Depending on what Zendesk plan you're on, have you considering using SLAs for high priority tickets at all? If you move into using ticket SLAs to identify high priority tickets based upon the tickets status, a nifty little visual time can appear in the view showing the time left until a ticket breaches and it visually appears red when an SLA does breach.
In the link below is more info on SLAs and a screenshot showing you what it looks like in a view. It might be a nice additive to your workflow as you can also report on SLAs as well.
we have automated responses to out customers and tag them, is there a possibility to let an agent know ( rather than just a tag ) that the ticket was re-opened after an automated reply.
I am thinking of a ! in the corner or a colored frame for high priority emails for example ?
You could do this with a custom field that is added as a column. If you had a trigger like what is shown below, it could set the custom field and if your view is set to show that field, it would give you a visual indicator that something is up with that ticket. You could also expand the use case for other scenarios as well if you need an extra layer beyond just using priority.
Dan's idea above is a great one. I had a thought as well, aside from Dan's option, you could just simply create a separate view which displays all the tickets with a particular tag/priority. This would then be an easy visual indication for the agents that anything in that view is high priority to address.
Has there been any movement on this request?
View level row highlighting is the most visible and efficient method for triaging and tracking tickets at a glance. I also tried the Chrome extension which didn't work unfortunately. We also already display next SLA breach in our views.
If you're asking if there's been movement on the possibility of being able to colour code tickets like your original post, then there's been no movement on this as far as I'm aware.
As best practise for this type of workflow you're post is about, in the views, along with using the SLA column, are you perhaps sorting the view itself by priority? So the urgent/high tickets are surfaced to the top of the view above the others in the normal/low status? Zendesk Support do this themselves to surface the higher priority tickets to the top of the view list.
Let us know how you go. :)
Hey Amie, thanks for getting back to me so quickly! This wasn't my original request but I love it regardless ;)
We have plenty of views already and we order views by different things (e.g., channels). We also triage from one big Support unassigned view which means a visual aid for our triagers would be invaluable.
I know there's bazillions of competing feature requirements like any tech company but I'm glad to see there's some active engagement around these requests still.
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