Ryan Barnbrook

While there is a way to find the CC's view from the dropdown, the view is not useful at all. I literally only use it to point at it and complain about how bad it is.

I currently have 26 open CCs. 2 of which are pending a response. Can it tell me that? No. I had to count them manually. However it can uselessly tell me that I've been CC'ed over 1000 times over the last 3 years. Can I sort by recent activity? SLAs? Whether I was specifically @mentioned with a direct question for me? Or anything actually useful? Nope. I can only sort by the date the ticket was created. I could spend a bunch of time reading each one everyday to check in on them... or it would be super swell of we could use the CC field as a filter for regular views so they can automatically stay on my radar and be sorted into appropriate categories. 

They can obviously find and filter CC's to create the CC view, which means that they could also make it a variable to filter custom views, but they refuse to per @... previous posts. I understand that it will take development time, manpower, and testing to implement but this seems like it would be a slow-pitch home run in terms of time needed to enable a feature that literally every customer would benefit from.

 

We also want this feature added. CC's are already some sort of field in the database, so it can't be that hard to treat them as a tag, or even just automatically generate a system tag at the same time someone is CC'ed. I think the developers are just stubborn since they've outright refused to add this feature inthe past. https://support.zendesk.com/hc/en-us/community/posts/4409217555994-I-should-be-able-to-create-a-view-for-the-tickets-I-m-CC-d-on?page=1#comments

Even when you do switch over to your CC'ed tickets view, it is utterly useless. You can only sort them by the initial date the ticket was created and not in USEFUL ways like how recently they were updated. So a 3 month old project ticket would always be at the bottom, even if you were just CC'ed and the ticket was updated 10 seconds ago. Meaning you have to read them all to find what you're looking for, making the CC'ed view very tedious to use.

 

 

*Non-denominational Winter Holiday* is coming up soon. I know what I'm wishing for.

♫♫♫ A partridge, in a pear tree... who can create custom views to filter their CC's ♫♫♫ I think that's how the song goes.

The refusal to add or consider this feature seems to be aggressively stubborn.

You can see CCs from your agent profile, after clicking around the menu 3 times and once  you are in the CC listing you cannot sort by last updated time or anything useful other than initial creation date. Let's say I was CC'd onto a 6 month old project ticket... straight to the bottom of the list!

Currently the best option is to create a macro for each of your agents which CC's them AND adds a tag at the same time... because you can sort views by tags. I'm sure that's no big deal for large support teams to maintain this list or to train all of their users to use the macro instead of the much easier @mentions (he said sarcastically).

Fine don't add the ability to directly filter by CC's. I would then like the request that CCs automatically generate a Tag on a ticket so that I can filter by the tag.