Feedback on Zendesk Support: Don't Show Me the Last Updated Timestamp, Show Me The Last Commented
Hi,
I noticed that when I visit https://support.zendesk.com/hc/en-us/requests, I often see that my tickets show as "updated", but there's no updates that are visible to me as a customer. This is a confusing UI experience. It will show me that a ticket was updated 3 hours ago, but the last update *I* can see is over 2 weeks ago. Since I use the product, I know that this must be reflecting some internal side updates, but it's still not super helpful. That just ends up reminding me that I haven't gotten any replies, and makes it really difficult to see what tickets I've actually been waiting on the longest for a visible update.
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Hi C.J;
I get what you mean but I would argue that it could be important to know if a ticket had gotten an update without a comment.
It might be that you could have set up some automations or triggers that would update the ticket.
There could though be a very good point in adding a column that had last comment as it's filter/rule. -
Hello, CJ and Mathias! I tend to agree with both. Because each business may have its own specific needs, what one person needs to show their end-users might differ from what I need to show mine.
A native feature to achieve this would be useful, so here's my 2 cents regarding a potential feature request/suggestion:
- Having new attributes/columns regarding agent updates, for example: "Latest public comment by agent" and "Latest update by agent" (I use 'agent' instead of 'assignee' because some businesses might have rotating assignees that might not leave public comments)
- Ability for admins to choose which fields to show requesters on the Requests page (already possible for existing fields)
- Ability to rename those fields to whatever we want to show end users (e.g. rename "Latest update by agent" to "Latest internal follow-up" or something; also already possible for existing fields)
Cheers!
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