Elijah Beale

Coming from doing support in Intercom, where this feature is available, I find Zendesk pretty cumbersome in this regard. In my current role, I'm technically T1 support but stretch into T2 and even sometimes into T3 land depending on team availability. So my time can get pretty curnched. This is not the first support role where this has been the case, so I'm guessing that this is applicable to other support agents as well.

That said, It's pretty important for any ticket that is pending ME updating (ie it's waiting from me, not the customer, so I can't put it in pending) get evaluated for importance and then either I snooze it; or I deal with it now.

Not having this causes tickets to pile up in the Open queue, and I have to continue scanning last responder and / or the latest comment message to figure out what is relevant and what isn't in my current pass of the Open queue. Wasted CPU cycles.

What it comes down to is that visible (open) tickets occupy short term memory, which is viciously finite in the world of support (I've found), so they need to be kept to a minimum. Obviously this is one perspective, and I'm sure there are other underlying issues that could be resolved to help ths, but as it stands, those issues are probably fundamental faults in my org. While I will continue to push for better workflows / policies / documentation / etc, I still have a job to do in the mean time, and those changes may never see the light of day.

I'm currently exploring using a browser extension to snooze browser tabs with open tickets in them, which isn't ideal since I'm now reliant on browser state saving correctly.

Just my 2c