Accepted

Feature Request - see number of tickets a user has from within the ticket view

Related products:Support

Forum|Forum|6 years ago
January 7, 2020
8 replies
33 views

It would be awesome to be able to have visibility on the number of tickets a user has whilst within the ticket reply view.

Often we have users who will send a new query rather than replying to the existing thread, but it's too cumbersome and unnecessary to have to click on the users name each time to double check.

See below image illustrating a crappy MS Paint version of the before and after of what I'm proposing:

T

Thomas33

Hi @William Cross

It's a good suggestion!

In the meantime, I will suggest that you take a look at the User Data app

#helpsome regards,
Thomas de Silva
Zendesk Consultant @ helphouse.io

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Russell17

This would definitely be better inlined in the existing UI, without being "yet another" app to take up screen estate.

W

William15Author

appreciate the tip, I definitely think it's better inlined though

Charlie20

+1. It would be best inline without needing to download/install some other package.

We get customers who spray and pray from a number of different channels in order to get a response. They will email support, use the contact form on the website, use the in-app chat, use a different contact form not meant for support, etc. It ends up creating multiple tickets (not duplicates because they are technically unique requests) which may or may not be routed to different teams depending on which channel was used.

It creates disconnect between teams and customers end up getting multiple responses from different teams related to the same request. It's great they get so much attention, but it's always possible they get a slightly different answer if 100% of the people who are able to response don't have the same knowledge about whatever the subject of the request is.

Sarah61

+1 this would be incredibly valuable

Rini

100% this is very much needed for us!
Between some users always creating new tickets and some users trying every single support option to get a response... It makes it really hard for our team to provide proper support when multiple agents might be working with the same user on the same issue.