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The whole problem about followers and CCs in views
Posted Oct 29, 2024
Recently, after years, Zendesk added two new conditions in views: the ability to see tickets you’re following or CC’d on, but only in groups you are actually part of.
This means that if you’re following a ticket in a group you’re not a member of, you can:
• See this ticket on the home page
• Search for it
• View it on your profile page
However, you won’t see it in views.
Zendesk, where’s the logic here? I understand that views are role-based, but it doesn’t make sense for permissions to differ across sections of the support app. There’s no workaround for this, and having these tickets constantly visible on the home page and profile page is extremely inconvenient for agents.
Please, consider fixing this issue and applying the same rule for this conditions in views.
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2 comments
Scott Tynan
+1 Agree
0
Shawna James
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
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