TL;DR, as an admin I'd love to have the ability to disable and/or edit the 'Your assigned tickets' view.
A default system view named Your assigned tickets is added to the agent Views interface whenever we enable the corresponding permissions under Guided mode.
This view shows all Open, Pending and On-Hold tickets assigned to the current agent, sorted by last update (desc.):
Because teams across support operations may work differently, this view can quickly go from a helpful resource to a constant nuisance... And this is because administrators can neither edit, nor disable it.
From personal experience, and no matter how much we keep reminding our agents under Guided mode to avoid this view, they usually end up attending the view by mistake (when they should be focusing on those Views specifically created for them). Team leaders also report apparent 'errors' that - after troubleshooting - are related to this view... And the fact that something that looks so simple can't be edited by admins is frustrating, because all we can reply is "that's just how it is" or "please ignore it".
Although I do believe it was in Zendesk's best intentions to have this view separated and available for everyone setting up Guided mode when the feature was launched, it would be great to have administrative control over it.
Because the ideal solution for this inconvenience will probably differ from one Zendesk customer to another, I'll try to submit to Zendesk Product team's consideration a few suggestions that could appease the majority.
Possible solutions (please read as and/or) follow.
(1) Allow admins to show/hide it. A simple checkbox in Ticket settings, for example, that would allow us to disable it.
(2) Allow admins to edit it. This way each Zendesk customer can decide what to show here; sort it according to time until SLA breach, exclude internal tickets, only include Open and On-Hold, etc.
But what if an agent belongs to multiple groups and we don't want to have tickets from all their groups under the same view?
(3) Extra: 'unguided' views per group. I personally like the idea of having views separated in the UI (as if to say 'here are the core views an agent should always be paying attention to').
So if we look at the 'Your assigned tickets' UI as an improvement opportunity, this separation of 'unguided' and 'playlist' views could be used to our advantage.
For example, suppose we could set up a maximum of three unguided views per group:
These unguided views would allow 'cherry-picking', of course, so it would be up to each Zendesk customer how to set them up.
However, this would allow for a B2B group to have a couple of unguided views, for example, while the B2C 'support level 1' group would have none.
That's it; hope this all makes sense!
Please feel free to upvote and/or share your own use cases and/or additional suggestions for this feature in the comments below.
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