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Agent Workspace - Organisations (Filtering)
Zendesk Luminary
Posted Jul 25, 2023
Hi all,
We have been encouraging our field teams to look at the Organisation page (below) to understand current outstanding and solved issues.
Although on 'group' you are able to Sort A-Z and Sort Z-A by clicking on it - it doesn't seem like there is a 'filter' available.
For some Organisations who have a lot of tickets open - this would be a much better user experience if we were able to filter 'By Group' 'By Status' and 'By Requester'
Is this something that has been mentioned before as it would hugely increase our Light Agents accessing and using Zendesk.
Thanks,
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2 comments
Zsa Trias
Hello Bradley,
As of the moment, there is no filtering that can be used on the organization's page.
May I suggest creating views instead? With views, you can set conditions so that only the tickets that meet those conditions would be displayed in the view.
You can also group and sort the results based on certain ticket properties.
More information about this here: Creating views to build customized lists of tickets
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Bradley Smith
Thanks for the quick response.
I dont think views would not work for us in this instance unfortunately without a lot of set-up and maintenance our end.
We have roughly 150 field staff who are 'associated' with up to 50 organisations. This alignment also can change regularly.
They often go into the system to search for a specific organisation as they may be visiting or have had a question from them. They would then want to look at the outstanding tickets by group in the view above.
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