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JacobN
Joined Apr 15, 2021
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Last activity Oct 27, 2021
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Latest activity by JacobN
JacobN commented,
Thanks for this Heather. I really don't know how I missed that!
View comment · Posted Jan 31, 2019 · JacobN
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JacobN created a post,
A while ago there was a change to Zendesk that made it so that whenever you click to set a ticket as open, pending, solved, etc, that the current ticket's tab closes and takes you onto the next tab.
This is quite disruptive to our workflow, as often we have internal comments to add after supplying a public response. I haven't been able to find anywhere in the settings to prevent this from happening, however there did used to be functionality for this. Is it still possible to stop the ticket tab from closing when submitting an update?
Posted Jan 29, 2019 · JacobN
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JacobN commented,
Rob Baker: There was never any movement in regards to having a view for this.
I was contacted by a Zendesk employee with some information on how to structure a search to achieve the same thing - though I'm not sure how that would apply in your case.
Maybe if you get in touch as well, and link back to this thread, it might prompt this to be implemented in the future.
View comment · Posted Dec 20, 2017 · JacobN
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JacobN commented,
For more context surrounding this, please see my Q&A thread (created before I was advised to make this thread). I have done my best to weed out all offending tickets, but the issue still seems present. Having access to this view would make the task much easier!
View comment · Posted Aug 02, 2016 · JacobN
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JacobN created a post,
It would be good to have an option to create a view to display tickets without the agent first reply.
I have had an issue with spikes in first response time in Zendesk and it's been very difficult to pin down the offending tickets. It would be very helpful to have an option to create a view to display these tickets without a first response (as per Zendesk's FRT system).
Posted Jul 27, 2016 · JacobN
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