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

回答済み

9 コメント

  • Nils Zwicker

    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

    0
  • Jonathan Scott

    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.

    0
  • Shawn Tong

    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.

    0
  • Shawn Tong

    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.

    0
  • Nils Zwicker

    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

    0
  • Bakk László

    In the trial period everything went well. When the customer replied, the ticket changed to open.

    When we subscribed to the very basic plan (essential support) it doesn't happen. Why?

    0
  • Nicole S.
    Zendesk Community Team

    Hi Bakk - 

    What happens when a user replies? What status is the ticket showing up as? 

    0
  • Bakk László

    It doesn't change. Stays in the last status where the college saved (open or pending). 

    0
  • Gail L
    Zendesk Community Team

    Hi Bakk,

    What do you see in the ticket events when the user replies? Can you provide a screenshot?

    To view ticket events, open a ticket and click Conversations under the active comment area, then select Events.

     

    0

サインインしてコメントを残してください。

Powered by Zendesk