Ticket views: how can I see whether the customer has replied the ticket or not?

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  • Nils Zwicker
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    Hello and Welcome to the Zendesk-Community Shawn!

    You can edit the views and add some tables.

    For example you can add „Latest update by requester“, „Latest update by assignee“ and/or „Last updater type (agent/end-user)“.
    It could also be helpful if you adjust the sorting of the list.

    More Informations: Using views to manage ticket workflow

    Please let us know, if you have further questions.

    Best Regards
    Nils

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  • Jonathan Scott
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    Hi Shawn

    When you reply to a case are you setting the case to "Pending"?

    At least in my instance we use the Pending status for when we are waiting for the customer to reply. When they reply it goes from Pending to Open.

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  • Shawn Tong
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    Hello Nils,

    Thanks for your reply.

    Sorry for the trouble, but where to add the tables?

    Under the unsolved tickets, this is all I can get.

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  • Shawn Tong
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    Hi Jonathan,

     

    Thanks for your reply.

    Actually when I reply to a case, I set all case to open. And I just feel confused when there are dozens of cases in the OPEN section. When a customer replies my, I can not tell immediately whether this customer replied or not.

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  • Nils Zwicker
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    Hello Shawn,

    the option of Jonathan is actually very helpful. By giving a ticket a status other than "Open" it is easy to see if the requester has responded.

    You can edit the view one step further right.

    Best Regards
    Nils

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