I should be able to create a view for the tickets I'm CC'd on

22 Comentários

  • Jon Gray

    To add to this.. So many other users have requested this and Zendesk has repeatedly refused to prioritize this. What do I need to do to get traction on this? 

     

    This is a crucial piece that is missing. Very Very frustrated. The more I explore Zendesk the limitations become more and more apparent.

    5
  • Nicole S.
    Zendesk Community Team

    Hi Jon -

    The product team hasn't opted to spend development resources on since you can already get a view of your cc'd tickets from within your agent profile.

    If you click on your profile and select "CCs" from the assigned tickets dropdown, you have a view of all of the tickets you're cc'd on.

    -15
  • Jon Gray

    I already know this... Seeing as you can already filter in the profile without issue surely putting this into the View page shouldn't be hard.

    From the very brief search I did it seems most customers are already asking for this - Zendesk should be listening to the customers and as this could be an easy implementation consider actually doing something about it.

    7
  • Iain Fulton

    We definitely should be able to have a view for CC's as the functionality is already in ZenDesk.  As our company continues to grow this is going to continue to be an issue with us.

    5
  • Ryan Ishmael

    Creating a view that would allow employees to view tickets they have been cc'd on would be greatly beneficial. Asking our employees to view their cc'd messages by going into settings>people>then filter is an inconvenience. 

    Our company would benefit from this feature. Thank you

    3
  • Jay Espinoza

    Since you can see CC'd tickets on Agent Profile SO it's not a view condition

    But you can see Assigned tickets on Agent Profile too SO why do we have that as a view condition for tickets assigned?

    You can see Requested tickets on Agent Profile SO why can you use that as a view condition.

    It just makes ZERO sense that the answer is you can see them on the Agent Profile.  I'd rather you take it off the Agent profile so you could make it a view condition.  

    But as I see it; it makes more sense to leave it on the agent profile so management can use the profile to see the Requested, Assigned, and CC'd tickets.  Then have CC as a view condition to make it more convenient for agents to do their jobs in one place. Sort of like having the ability to just see the tickets you want to see all in one VIEW.  

    CC view condition has been a consistently requested feature since 2014, we need you to listen to the community.

    11
  • Louis Evangelista

    Needed this feature too. It will really help and not let you loose track of CCs items. Not good when you loose track.

    2
  • Tal Admon

    +1 Looks like an important missing feature.

    An executive wants to see a list of tickets he is CCed on - he'll never be assigned to one. managing it by tags is no scalable (also, prevents creating a generic view that fits for all)

    2
  • Joery Keizer

    It's insane that this isn't available. This is so basic, must add!

    3
  • Andy Broughton

    Why is every other conceivable filter possible, except this, the most useful of all filters?

    It makes no sense.

    And, profile is not a solution, because it's additional clicks, shows ALL tickets instead of open ones, you have to click to see whether it's assigned or you're cc'd, it's not an answer. Why have filters at all if you have to use something like this to find your tickets?

    Using tags is no good because I can't simply specify "all tickets assigned to me or that I'm cc'd on" There's no tag for "me".

    1
  • Sergio Valerio

    Same request here.

    Profile is not a solution because it involves more clicks and also beacuse it's not available on the Mobile App. Views are instead available on the Mobile App.

    2
  • Steven Daugherty

    It's absolutly a needed feature for us.

    1
  • GG Gonzalez

    Hi,

    What is the status of this request?

    This feature is especially important for my organization. Our customer success representatives follow our agent's tickets to stay up to date on the request and it gets frustrating when there are tons of tickets with no proper way to display/organize/sort them.

     

    1
  • Weverton Naves

    It is a feature needed. I can create a view where my action may be needed but the ticket is not assigned to me or my team.

    1
  • Steve Key

    My agents could really use this feature.

    1
  • Eric Gage

    Wow. It is just shocking that you can't do this. I just can't think of any reason why this wouldn't have been included right out of the gate and the fact that it still isn't avaiable...SMH. Makes me actually miss using ServiceNow where I could easily report on any field I wanted. Never thought I'd say that.

    2
  • Ryan Barnbrook

    The refusal to add or consider this feature seems to be aggressively stubborn.

    You can see CCs from your agent profile, after clicking around the menu 3 times and once  you are in the CC listing you cannot sort by last updated time or anything useful other than initial creation date. Let's say I was CC'd onto a 6 month old project ticket... straight to the bottom of the list!

    Currently the best option is to create a macro for each of your agents which CC's them AND adds a tag at the same time... because you can sort views by tags. I'm sure that's no big deal for large support teams to maintain this list or to train all of their users to use the macro instead of the much easier @mentions (he said sarcastically).

    Fine don't add the ability to directly filter by CC's. I would then like the request that CCs automatically generate a Tag on a ticket so that I can filter by the tag.

    2
  • Mark Sokolowski

    I lose track of tickets far more often than I care to admit. This feature would be a major improvement. As others have pointed out, the functionality is there via the agent profile, why not just make it an attribute that can be used to define custom views?

    3
  • Matt Harrah

    +1

    1
  • Lisa Reilly

    Agreed - we really need this view so it's easy for our agents to see all the tickets in one place. Please add. 

    1
  • Cheshire Yang

    +1 Great reasons have been brought up. Very disappointed this has been requested for years and ZenDesk continues to ignore this. The official workaround suggested is very cumbersome.

    ZenDesk, consider demonstrating that you care about the agent experience by implementing this feature. I was very surprised this wasn't already part of the basic product functionality. It feels like it should be an obvious default option.

    1
  • Keith

    For me, I work with multiple teams to work tickets as well as my own (the ticket is assigned to the lead tech and they ask for assistance as needed by adding others as a CC).  Any time I want to find the tickets I am involved in, I should be able to click on a view to see all the tickets I am cc'd on, that are open, where I am not the submitter and is assigned to someone other than myself.  This is way beyond the functionality afforded in the user profile and is desperately missing from the product's functionality.

    At any given time, I may have 15 tickets of my own open or pending.  Since I do not live inside of Zendesk, I like to be notified when someone updates one of my tickets, so I put myself as the CC.  So, currently, there are 16 tickets where I am CC'd on that are open or pending.  Of those, I only need to know about 3 of them.  To find them, I have to look down the list to find where I am not the assignee and scan over to the subject to see if that is the one I need to work on or if it has been worked on before and I am no longer needed on it and can remove myself from the CC.

    Also, why not give us a single place to click (on a view) instead of clicking on Profile / View Profile / CCs...  Then go back to our own view...

    2

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