JacobN

Thanks for this Heather. I really don't know how I missed that!

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?

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.

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!

https://support.zendesk.com/hc/en-us/community/posts/212051088-Show-Tickets-Without-First-Response?page=1#community_comment_219893187

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).