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Update ticket fields "updater" and "latest requester update" for messaging conversations



Posted Nov 29, 2021

Working with messaging conversations it is IMPOSSIBLE to give agents a proper overview of what conversations are waiting for an answer. Zendesk suggests to do this using views, but unfortunately the ticket fields "Latest updater type (Agent/End user)" and "Latest update by requester" are not updated with end user information. 

How are we supposed to scale up messaging conversations to a large organisation?


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6 comments

I agree to the above. The "Latest updater type (Agent/End user)" does not indicate accurately who updated the ticket. Even a New ticket untouched by Agent shows 'Agent' as the Updater. Ticket was created by a End User

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Same here.

Zendesk should work on this.

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Same here, this is very helpful for agent management

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Slawomir Malczewski

Since 2021, people have been complaining about this, and Zendesk hasn't taken any action.

Most clients don't follow these threads, and I'm sure that many of your clients are complaining about that.

There's no logic in having these fields if they don't do what they are supposed to.

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Arpan Nagdeve

Zendesk Product Manager

Thank you so much for taking the time to provide us with your feedback here. We need to do some more investigation on the request. I understand the ask from the group however at this time we are not able to commit to prioritizing this feedback. We are going to leave this post open for comment to allow others to provide their feedback, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community. Thank you again for your feedback and for being a valuable customer with Zendesk.

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We see that.

About 3 years and nothing was done about this.

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