Ability to see which ticket belongs to which View

Not Planned

Posted Feb 09, 2023

Hi,

Please, consider providing admins with the options to see in which View a certain ticket is present.

Ideally we would like to have any kind of simple reporting in Explore or an additional column added to the "All unsolved tickets" view.

Use case example: from time to time we have situations when rules that we create are overlapped for a certain ticket and in this case the ticket just disappears from all available views.

To sort it out, we need to check all unsolved tickets in Zendesk, one by one. In instances where we have huge workload/backlog with several thousand of tickets - it is impossible.

So a column in the All Unsolved Tickets or a report in Explore, where we can see a list of the tickets and in which Views each of them belong would save us incredible amount of time and effort.

Thank you!

5 comments

Date

Official

Salvador Vazquez

Zendesk Product Manager

Mar 25, 2024

Hey Yanko, thank you for taking the time to provide us with this feedback. We apologize for the delay on our end in providing you with a response to your feature request.

We wanted to let you know that at this time we are not able to commit to building this feature. We understand this may be frustrating but wanted to ensure we closed this loop to remain transparent.

In 2024 and 2025 we will be improving the capabilities to manage your views better but have no plans on looking at individual tickets to see which views they show up in.

At this time we are going to close this post for comment and mark it as “not planned”. If you are interested in learning more about this and other features being built please make sure to check out and follow our Community events, What’s New Community Topic, and Zendesk Updates. Again, we apologize for our delay and appreciate you being a valuable Zendesk Community member.