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Feature request: History of the ticket viewed
Posted Mar 28, 2022
As admin of our team, I would like to request a feature.
After an agent clicks the ‘play’ button to get a ticket, they will check if the ticket is easy to solve. If the ticket is hard to solve, they will just click the ‘x' button on the top to close that ticket, and play again after a few seconds to get an easy ticket. That is unfair for others. And current system cannot stop those unfair situations.
So we want you to add a feature that if an agent clicks the ‘play’ button, even if they do not click the ‘assign to me’ button, they will automatically be assigned once they see a ticket. Or make a history that the agent has seen this ticket.
Since many of the team admins are having this kind of issue, if you fix this issue, satisfaction with using Zendesk will increase!
Thank you :)
4
5 comments
Nils Z.
Hello,
I think what you need is already provided by Guided mode:
https://support.zendesk.com/hc/en-us/articles/4408825479066-Setting-up-Guided-mode
There is also the possibility that the agent has to enter a reason for skipping the ticket and that this can later be evaluated by admins.
Using a trigger to assign the current agent is certainly possible in some way, but potentially damaging to the customer experience. It may well be justified to skip the ticket and then it may be wasted time with the wrong employee.
Best Regards
Nils
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Barry Neary
Hi
As an alternative, you could use the new routing feature that is currently being EAP'd - see here for more info and here to apply for EAP
Barry
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Park Jaehyung
Nils Z. Barry Neary Thanks for your reply! but the problem is we have thousands of tickets to assign all.
and if agents just use the 'x' button(screenshot attached), they can just get out of the ticket without leaving a reason using 'skip' button.
.
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Alyssa Wright
Hi there,
As a similar but different situation, is it possible to view a list of users that have viewed a given ticket?
Ex: I have a ticket that contains sensitive information and want to know all users who have viewed the ticket.
Thank you!
0
Sydney Neubauer
+1 to Alyssa Wright I know it is something that is available to purchase as an add on (as part of the data and security package) but it doesn't make sense to buy a whole add on for the off ticket that you need to see who viewed a ticket
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