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List of Views where ticket is visible

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WRO Jacuk-Zurak, Marta

Publicado 23 de set. de 2021

Hi,

I am implementing new processes in Zendesk for different tickets. It is sometimes a quite challenging task, where a lot of integrations are included. Once it is implemented there, we are making tests and the outcome should be that the ticket is visible in a specific View, based on the information included in the ticket fields.

Right now, when I am testing it and have the requirement that this ticket should be visible only in one View - I need to go through all of the Views to make sure it is not visible in any other View. This is my workaround to make sure that agents, that are not specialized to process such ticket, will not see and pick them.

I thought, that it would be nice to have information in the ticket (available for Admins only) that this ticket is currently visible in the listed Views in Zendesk Support.

Thanks

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3 comentários

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    Jonathan March

    Community Moderator

    What a useful idea, Marta! This would also be useful in the other direction -- quickly figuring out why a particular light agent did not see a particular ticket.

    Caveat -- based on past experience (as a 9-year ZD user), I suspect that this is the kind of change that Zendesk would not be able to implement quickly -- i.e. not until some significant architecture change, if at all. So realistically, the way to get this capability would be via an add-on (which you could search for at Zendesk Marketplace - Find Apps, Integrations & Partners) or a home-grown script which uses the ZD API.

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    WRO Jacuk-Zurak, Marta

    Hi @...

    Thanks for your feedback! I thought so, that it won't be a quick-win here, but just wanted to point that something like this might be useful in the future. 

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    Kolten Kittleson

    Zendesk Product Manager

    Hello WRO Jacuk-Zurak, Marta

    Thank you so much for the feedback on how it would be helpful to be able to click into a ticket, and have all views associated with that listed out. At this time there aren't plans to include this in the events, however I encourage you to follow the announcements page for the newest releases and updates.  

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