ExhaustedTech74

There needs to be a way to change the organization a ticket belongs to. It's very common for people to create tickets on behalf of the customers, for many reasons. We then need to be able to select the correct organization the ticket belongs to. It's a very standard option for ticketing systems, why can't Zendesk behave in the same manner?

Zendesk really needs to get away from having the system based on customers versus organizations. It makes things incredibly difficult all around. Any support system should be based on organizations, not individual people.

Disregard, I see another way to get what I need. Thank you!

If I do it there, how do I list unsolved tickets? I don't see that option.

I just need a list of unsolved tickets for a particular group of people, that show the last person who commented on the ticket. It seems I can only do one or the other since the metrics are different between the Support-Tickets and Support-Updates History?

Can someone explain the exact meaning of unreplied tickets? I assumed it was exactly as it sounded but after running the report, it seemed to be missing tickets. Is it only tickets created by end users where agents have not replied? 

I'm looking for a report or view where staff/agents have commented internally but there hasn't been a response by the assignee. Am I on the right track with unreplied tickets? If not, is there a better way to do this?

My apologies as I'm new to Zendesk and cannot figure this out but it's such a basic thing, I imagine it's there somewhere and I just can't find it.

How do I add WHO last commented/updated the ticket, the actual name of the person, in either a view or in a report? Everything I seem to find is based on time (Time of latest update) or assignee.