Show an "Unassigned" view for tickets that are not within a view
Posted Nov 28, 2023
I'm always worried that a set of tickets that are ungrouped may be lost in the system. Today, I came across an extremely old ticket that wasn't visible in any of our views.
It would be really helpful if we could create a view that displays tickets that are not currently grouped within any existing view.
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5 comments
Allen Lai | Head of CX at Otter.ai
Maintaining simplicity in our views is desirable, but our customer base requires having more than 15 views. I have a generic view that displays all tickets, including those that are new and open. However, this view is only useful if the lost ticket(s) also happens to be the oldest. If not, and we have hundreds or thousands of tickets in our backlog, it would be difficult to locate the lost ticket(s) until they eventually become the oldest ticket(s), which is not an ideal situation.
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Shawna James
For others who may be interested in this feature request, please show your support by giving an upvote or entering your use case in the comments below. Thanks so much again!
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mfg
We use a final trigger to gather these up that assigns them to a meta-group "Unassigned Tickets", where agents with system responsibilities can handle them. The view then is pseudo-double:
Might be overkill, but peace of mind don't mind.
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Sydney Neubauer
+! definitely want to have the ability to see which tickets do not show in a view. We have teams in charge of their own group views - we cannot micromanage all of the views made (200+). We just need to know which tickets don't show in a group view (or a personal view)
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Jahn Bronilla
Hello Allen, I will strongly recommend to make your views really simple to avoid any lost ticket in your instance. Over creating views may result to what you have experienced.
You can start checking any unassigned tickets by creating view below with the ff condition for starter.
1. Status>less than>solved
2. Group>is>blank
From here you will identify which ticket/s does not belong to any group and make necessary action to make trigger to group your tickets accordingly.
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