View for tickets where you're CC'd? (for internal employees)
Often times CSMs will be cc'd on client tickets and may need to add some internal comments. Is there a way to set up a view to show tickets where the current user is CC'd?
I'm having issues finding ways to help light agents organize and having a good way to get a high level view of tickets they need to be able to look at quickly.
Unfortunately, there is not a native view condition that can be leveraged to show tickets on which you are CC'd. However, this information can be obtained by viewing your tickets from within your Support profile.
For more information on this process, see the article: Viewing your tickets and Help Center activity in your Support profile.
Gabriel Manlapig - That's unfortunate. For the user profile approach of getting this information, how do I ensure that "organization" is a column listed? Looking across a group of tickets, I'm surprised that this is not there by default as I would imagine you would want to know, at a glance, what client organization a ticket is associated to.
I'm afraid we do not have a way to configure that view yet inside the profile, that section is hardcoded in the frontend of Zendesk.
I would recommend you to leave Feedback in our Community. Our Teams are frequently looking through the posts in order to get ideas on future additions to the Software. The more a votes a post gets, the higher the chance that the feature will be added in the future.