Create a Zendesk view with "mentions"

After trawling through various discussions I found that just this month Zendesk released a new agent home page (https://support.zendesk.com/hc/en-us/articles/5064623131418) that may meet some of the requirements mentioned here. 

It amazes me how many critical features Zendesk lacks but wants to spend time re-inventing the messaging wheel.

Why have a mention feature and make it borderline impossible for agents to see their mentions in Zendesk!?

Hi,

I sincerely hope that I'm wrong about this, but is there still impossible to create a view to see what tickets an agent has been added as a follower?

If this is true I must say that this is a major let down for my organization, we have to rely on agents monitoring their email client... this is counterintuitive as I want my Zendesk agents to keep focuse on Zendesk. I know that agents get these tiny notification bubbles in the top right corner but I can't even find a place to see an overview of those notifications (I also hope that I'm too ignorant to find that overview of agent notifications as that would be very help full and is a incredibly basic thing to have in a system like this, just look at any other system Asana does this quite well). 

HI Abed,

That post you linked to was archived after product reviewed it, there are not currently changes on the roadmap related to this feature.

Your best option for having your team see those tickets in one place is going to be have them check their profile to view the list of CC'd tickets, or they could build workflows involving tags and business rules if they want to pull them into a different view. We have examples of both those options here. 

Help House's Ticket Mentions ("Zendesk Mentions" above) no longer works due to a change in Zendesk's backend and will be taken off their listing (I was told this by their customer support when I asked why am I getting errors when installing their app?).

Also, Zac's link above says I'm not authorized to view the page: https://support.zendesk.com/hc/en-us/community/posts/203425746-Add-cc-field-to-view-filters

We have agents that scarcely use Zendesk and need to focus on the tickets they're mentioned on so they can hop in and help. It is not their ticket, so re-assigning to them doesn't help/make sense, we need to consolidate their @mentions. Is there anything for this? Even the Zendesk home / dashboard only shows history of comments on your tickets.

@Carsten: the Mentions app is a wonderful idea, but this unfortunately isn't usable for larger ticket volumes -- it keeps all notifications without the ability to sort or dismiss. If a ticket is less than Solved and you're mentioned, the ticket persists in the UI. Not ideal for a quick glance at new mentions, not ideal for sorting through tickets across multiple channels.

Would love for the helphouse.io Mentions app to support more granularity -- it'd be a winner, for sure. :)

Hi - just wanted let everyone know that we have an app in the marketplace called Zendesk Mentions that can help your agents see where they are cced. https://www.zendesk.com/apps/support/zendesk-mentions/

Hi Tabitha!

It's not possible to add this to a standard view, but being @mentioned on a ticket adds the @'d user as a CC on the ticket. Your agents can view all the tickets they're CC'd on from the list in their user profile in the agent interface.

Is there a way to do this in Zendesk? I'd love to keep my agents in zendesk instead of having to go back and forth with their email