Show an "Unassigned" view for tickets that are not within a view

5 Comentários

  • Jahn Bronilla
    Community Moderator
    Zendesk Luminary

    Hello Allen, I will strongly recommend to make your views really simple to avoid any lost ticket in your instance. Over creating views may result to what you have experienced. 

    You can start checking any unassigned tickets by creating view below with the ff condition for starter.
    1. Status>less than>solved
    2. Group>is>blank

    From here you will identify which ticket/s does not belong to any group and make necessary action to make trigger to group your tickets accordingly. 

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  • Sydney Neubauer
    Zendesk Luminary

    +! definitely want to have the ability to see which tickets do not show in a view. We have teams in charge of their own group views - we cannot micromanage all of the views made (200+). We just need to know which tickets don't show in a group view (or a personal view)

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  • mfg

    We use a final trigger to gather these up that assigns them to a meta-group "Unassigned Tickets", where agents with system responsibilities can handle them. The view then is pseudo-double: 

    Might be overkill, but peace of mind don't mind.

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  • Shawna James
    Community Product Feedback Specialist
    Hey Allen, thanks so much for your feedback. This has been logged for our PM team to review. And thank you Jahn and Matthew for your help with a solution here. 
     
    For others who may be interested in this feature request, please show your support by giving an upvote or entering your use case in the comments below. Thanks so much again!
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  • Allen Lai | Head of CX at Otter.ai

    Maintaining simplicity in our views is desirable, but our customer base requires having more than 15 views. I have a generic view that displays all tickets, including those that are new and open. However, this view is only useful if the lost ticket(s) also happens to be the oldest. If not, and we have hundreds or thousands of tickets in our backlog, it would be difficult to locate the lost ticket(s) until they eventually become the oldest ticket(s), which is not an ideal situation.

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