Zendesk has a couple of ways to keep agents informed on whats happens to their tickets. When using CCs, you are allowing agents to copy in other users or agents when replying to ticket notifications by email. Similar, when you enable followers, you allow agents to receive email notifications about updates to the ticket, but their names and email addresses do not appear in email notifications to other people on the ticket. They remain invisible to external end users. You can find more information on this core Zendesk feature via this Zendesk support article.
Even though the Follower function makes it easy for agents to stay in the loop, currently there is no way to incorporate the Follower function in views in your support interface. Agents who want to quickly check tickets they are followers of need to navigate to their profile and filter tickets there or start looking to their mailbox. Which is not very efficient.
This application adds a shortcut to the left navigation bar of your Support interface. Clicking this button opens a brand new view that gives the agent quick access to all their followed, ccd, requested or assigned tickets.
The views include status, last update date, subject and requester information. (Or use the settings to add any custom field and hide unwanted columns.)
Clicking any ticket in the view opens it in new tab in the Support interface.
You can also bulk unfollow or remove yourself as a CC from all or a selected set of tickets to prevent future emails about that topic reaching you.
The app was developed by Premium Plus. We’re an award winning Zendesk Master Implementation Partner with over 500 active and happy customers. We’re here to help if you need guidance on how to get the most out of Zendesk. Visit premiumplus.io for more information.
Need a custom app to for your Zendesk instance to meet a specific need? Sure thing! We can build one seamlessly fitting your wishes and requirements. Need inspiration? Visit the apps section on https://premiumplus.app.
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