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Feature Request: Add cc'ed tickets as condition in views
Posted Jan 28, 2022
Issue: Currently, it is impossible to view assigned tickets and cc'ed tickets at the same time, and the only way to view cc'ed tickets is through your profile. This requires a lot of clicks to view all of the tickets a Support user is responsible for. Tickets slip through the cracks, and it is difficult to manage workflows that include tickets assigned through multiple channels.
Request: To be able to add cc'ed tickets as a condition in views, so we can view assigned and cc'ed tickets side-by-side.
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2 comments
Oleg
Hey there, can you please clarify what are the cc’d tickets and where do you usually find them? And I’d possible, where would you like to see them too? I am thinking of an app extension that actually works with tickets in different ways, so was wondering if I thought about your use case :)
Appreciate any info you can share on this.
Thanks
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Ryan Barnbrook
We also want this feature added. CC's are already some sort of field in the database, so it can't be that hard to treat them as a tag, or even just automatically generate a system tag at the same time someone is CC'ed. I think the developers are just stubborn since they've outright refused to add this feature inthe past. https://support.zendesk.com/hc/en-us/community/posts/4409217555994-I-should-be-able-to-create-a-view-for-the-tickets-I-m-CC-d-on?page=1#comments
Even when you do switch over to your CC'ed tickets view, it is utterly useless. You can only sort them by the initial date the ticket was created and not in USEFUL ways like how recently they were updated. So a 3 month old project ticket would always be at the bottom, even if you were just CC'ed and the ticket was updated 10 seconds ago. Meaning you have to read them all to find what you're looking for, making the CC'ed view very tedious to use.
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