Bolding unread Support tickets or Support ticket replies
It would be great if Zendesk could bold unread support tickets and also unread replies to tickets, just like an email service would such as GMAIL. Sending an email is not good enough in my opinion as most people receive so many emails a day that it can easily get lost in the inbox.
This particular scenario happened to our team last week, a response was missed and there's no visual indication in the zendesk inbox that there is a new reply from a client. The only way to see this is if you roll over each and every ticket. Seems like this would be a helpful feature to other customers as well.
Are your agents working directly within the Support agent interface? If so, the expectation is that when an agent types up a reply to the requester of the ticket, they are setting that ticket to the Pending status letting themselves and other agents know that this ticket has been replied to. Once the requester of the ticket replies back, the system will automatically set that ticket status back to Open which means the ticket needs to be addressed again. This shouldn't require you to click into the ticket as the status should show directly from within the View you're looking at.
Are you experiencing anything different on your end?
Let us know!
Thanks Brett. Our tickets are all left in the open status, as the Managers want full visibility when they go into the box what clients they are awaiting replies from. Other ticketing systems do not require you to change the status of the ticket like this, so I wanted to request this feature be available as an option.
Appreciate your speedy response.
Appreciate you provide the feedback Kara :)
As of now this is not something that's on the roadmap as the expectation with our ticket system is to use the Ticket Status to determine whether a ticket needs responded to or not.
You've definitely posted in the right area though and this will allow others to join in on the feedback as well as provide visibility to our product managers.
I have the same workflow as Kara and it has always been frustrating that there is no indication that a ticket has been responded to. Even if it is in Pending then Open, there should still be an indication similar to Gmail and other providers that this is a new ticket. The Zendesk Mobile App does this, unread or updated replies that haven't been read yet show up highlighted and with a dot on the left that indicates that its new
Same here. Even though we use the open and pending statuses, if our dev team is currently working on a fix the Zendesk case remains opened but we might received replies from the requestor. It would make it a lot easier if the cases were highlighted when there's a reply.
Same here. In fact, we are tending to leave Zendesk due to a lack of this indication. that is one of the basics.
A client answered > ticket status becomes open > agent read the ticket but not handling yet > client send another email with more information > status is still open with no indication for an 'unread item'. Though the clock for 'last updated' is reset, with 200 emails open in my inbox, don't expect me to remember when was the last time I read the ticket.
Same with side conversations with an agent or a 3rd person.
I can think of more scenarios like that, all very common.
I would also expect Zendesk to allow marking a ticket as 'Unread' after I read it.
Same issue as well.
Hello, we have the same feedback from the team. It is essential for them to have visual indicateion (without clicking into a filter view or into a ticket) to see straight away which tickets have received an update or are new (the little open icon is irrelevant and does not do the job!)
Hello Brett Bowser,
It's been two years since your message:
"As of now this is not something that's on the roadmap as the expectation with our ticket system is to use the Ticket Status to determine whether a ticket needs responded to or not."
So is there a setting that responded ticked would be highlighted? We are working with loads of tickets, they all need to stay open, but it is very hard to track the responded ones when you have a few hundreds of them.
Following up on Vita's message, is there any update on where this feature stands in Zendesk's roadmap? If I have a ticket that is purely between two agents, the change in status isn't helpful as the status will be the same for both agents.
This feature remains in the part of the process where we are waiting to hear from more users. So far, we have not seen significant enough response for this to get prioritized for development.
@... Thanks for the response. Do you know of any app or way I can accomplish what I'm looking for here? Anything you could provide would be much appreciated.
I don't, but am hopeful that some other end-users might have some suggestions for you.
Add us to the list of users who think the unread feature is essential. It's not practical to scroll over each message to see if a reply has been received and it's quite easy to lose a reply from a client when it's not bold when unread.
Is there a way to sort tickets as they move back into the queue? That's another issue, even if we receive a reply, it moves back to the requested date instead of the top of the queue. Is there a setting we can change to move them to the top of the queue?
I'm going to reiterate my response from 9 months ago but to us it IS essential ... if our dev team is working on a fix, the Zendesk case remains opened but we might receive replies from the requestor. It would make it a lot easier if the cases were highlighted when there's a reply. The OPEN and PENDING status do not achieve what we need.
Hello, voting for this feature request as well. Beyond what other members of the community have posted, it would be very useful for new customers transitioning their Support from Gmail or Outlook to Zendesk. Thanks.
Another Vote here. Its been 2 years and I keep coming back to find out if if this is an option yet. My email is full of zendesk ticket updates but it clogs up my views and i miss other emails and sometimes ticket updates. We need to see this in the support center of Zendesk. As our support center expands this will be most important.
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