Hi there,
Clicking “take it” on a ticket only functions as a shortcut to set yourself as assignee. For my colleagues to the know that I'm “on” the ticket I then have to submit the state (and select a state) and find the ticket again in the list or be quick and click the notification bubble.
Current state:
Every time I open a ticket from the list views I read it. Eye icon in list views is updated live and indicates this to my colleagues.
Every time I open a ticket and want to start typing a response, I have to remember to click “take it” (which does nothing valuable for any colleagues), then submit a certain state, navigate back and forth while waiting for page reloads and hoping I'm not interrupted so the notification bubble disappears, then perhaps hunt for the subject line or sender, then open the ticket and THEN FINALLY start typing my response, feeling somewhat sure that my colleagues aren't working on the ticket.
Suggestion:
Clicking “take it” immediately submits the assignee as a PUT to the backend so my colleagues can see that I've chosen to be owner. Then I can start reading the request and responding without having to deal with "assignee" as a whole song and dance before I can start working.
Comments:
It seems to me like a gigantic UX win for ZenDesk that we can communicate with our colleagues easy and quickly about tickets that we choose to own.
It could even be a setting in the admin section to have the “take it” button actually take the ticket. It would be a great time and focus saver to have. The current situation requires many clicks and loading to achieve what seems like a very tiny gain in the process towards actually solving the ticket.
Thank you.
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!