Nikki Goodson

We do something similar for different responses depending on severity, and the workflow.

Here's my input on what I want from the Dashboard "Updates to your tickets".  I want to see all updates from end-users, but I do not want to see updates from others admins/agents.  There are only two of us - he is Tier 1 and escalates many tickets to me.  Unfortunately, I'm not getting caught up on a daily basis - not even close.  I use "Views" to work through the tickets, but I like to use the "Updates to your tickets" to see if I get any quick responses from end-users on emails that I've sent today.

Currently, whenever my co-worker is online, my "Updates to your tickets" gets slammed with all of his escalations to me.  See this screenshot:

https://www.dropbox.com/s/hm5hjykx59js8y5/Screenshot%202014-06-09%2014.51.08.png

The responses from end-users get lost in the shuffle.  I don't plan to tend to his escalations right away - I'll do it in chronological order.

So I would like the ability to hide all "Updates to your tickets" from him so that I can only see the responses from end-users.

Thanks for listening!

-Nikki