Show the Group name of current assignee of the linked child ticket

6 댓글

  • Joel Hellman

    Do we need to see the name of the agent assigned, if an agent has been assigned?
    To us, that would be great, it would definitely help in internal communications. But it's not need to have, if we only get the Group name, that's okay too.

    What about the linked ticket? Don't they need to see the Group name of the linked convo?
    The screenshot below is how the other party of a linked child ticket views the request.

    So they have the agen't email address and name. They also have a backlink with ticket ID, although that might or might not be helpful, as they might not have access to that ticket. 

    Zendesk has always had the issue that it's quite unclear which team other agents are working in, when you look at the comment stream, and read comments by other agents. So this is nothing new, and I assume this is out of the scope for this EAP to address. 

    We're okay with this state of the receiving end of the child ticket.

    If it could be done, we would prefer to see the current assignee of the ticket at other end, not just the ticket ID! 

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  • Joel Hellman

    Thinking about it, I realize there might be some technical challenges behind showing the assignee, when the viewing agent doesn't have view permission on the linked ticket. 

    It would be a shame if we couldn't show the other assignee for linked child tickets, though. Without this information, I see these child ticket side conversations confusing our agents. Working in Zendesk is hard enough as it is, and I'd really like to avoid adding a new point of confusion to the stack. 

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  • Joel Hellman

    Toby Sterrett love to get your feedback on this!

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  • Joel Hellman

    I'll add to that showing the ticket ID would also add complementary value. Just as we give our customers a ticket ID when the create a request, for situations where you need to refer to the ticket. 

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  • Toby Sterrett
    Zendesk Product Manager

    Hey Joel Hellman we're actually working on this, we're currently waiting on a dependency in a lower level API for an aspect of it. It currently shows the child ticket's status, assignee, and number with a link to it. We'll likely be showing the assignee regardless of the current agent's ability to view the ticket since that was part of the side conversation in the parent ticket to begin with, and we're only showing the public comments from the child ticket. I'm not sure if we'll be able to conditionally link to the child ticket based on permissions yet, but at minimum it will be linked for everyone and an agent will get an indication that they can't view it if they do click.

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  • Joel Hellman

    Toby Sterrett Sounds like you nailed it. Thanks Toby!

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