Set yourself to invisible while viewing tickets
Feature Request Summary:
Within Zendesk, Admins/Team Leads are able to set themselves to invisible so they can view tickets anonymously.
Description/Use Cases:
Current setup, you are able to see all Agents viewing a ticket as well as the NAME associated with the Agent.
We understand it is to help avoid Agent Collision but half our workforce is management and need the ability to view tickets to "flag"/"coach" anonymously.
There should be 2 different ways to set yourself to invisible:
- Anonymous: Your icon still appear but it shows up as "Anonymous" to avoid Agent collision. Agents shouldn't know which Admin is looking at their tickets during this time.
- Invisible: Now your icon doesn't appear at all. This way you can actively monitor Agents to ensure they are following the proper steps when handling a ticket. ie. This would be for New Hires to ensure they are following the proper steps while "Unmonitored"
Business impact of limitation or missing feature:
Agent impact:
When an Agent views their assigned tickets, they can see an "eyeball" which means they know another Agent/Team Lead is viewing their ticket. It can cause the Agent to reach out to who is looking at it, make the Agent feel self conscious, go back to the ticket which increases the handle time, which all attributes to time taken away from handling the Products.
Quality Assurance Agent impact:
It also makes the QA Agent self conscious on doing their work and it no longer becomes an anonymous procedure. If an Agent repeatedly sees "Jessica" looking at their tickets and repeatedly gets flagged for not handling tickets properly, they know the feedback is from "Jessica".
Other necessary information or resources:
-
Thanks for sharing this feedback and for using the product feedback template, Syd!
If others like Syd's idea or have similar needs, please upvote their post and share any other details in the comments below. -
This is the exact type of feature we would also like to see. Same use cases, when teammates see the viewing icon, the ticket gets ignored, even if it's someone who obviously won't be taking the ticket, because that is not obvious without mouseover. Relatedly, it would also be immensely helpful if "Also viewing this ticket" did not show if the Agent viewing is viewing "Inactively".
-
I completely agree with Aaron! Cherry picking can be difficult in general (I also don't want to auto assign tickets to agents that may not feel as comfortable with a specific area), but our setup is a bit different. Smaller support team and it almost feels like big brother eyes... a few users will be on a ticket and start dropping off until eventually the ticket is still left in the queue without resolution. Not good...
-
This feature would be beneficial to us. We're a small-ish team and senior management such as myself regularly keep an eye on the quality of support being given to our customers. The problem is, if an agent sees the manager reviewing their work, it can cause unrest.
Gets my upvote.
-
it would be beneficial in our organization as well, we would really apreciate if it had been implemented
-
Here is a link to another post: 'Incognito mode' for agent monitoring – Aide Zendesk
Here are my comments to add to this feature:
+1 to this feature.
- Ability to set it invisible on a per ticket basis (so not all the time)
- AND when it is enabled, see in audit log who enabled it
- AND on which ticket it was enabled on
- It should also be configurable by role. Agents should not be able to do this but managers, admins, team leads should
- It should also be configurable that when you are invisible, you can't make edits to tickets you are invisible/incognito on if collission is the concern
Please sign in to leave a comment.
6 Comments