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Tobias15
January 16, 2017
Question

Create a Zendesk view with "mentions"

  • January 16, 2017
  • 14 replies
  • 53 views

I'd like to create a view in Zendesk where the current logged in agent see all his mentions. Is this possible? This makes it even more easier to follow up tickets even if you aren't responsible for it but someone asked you something.


Best Regards
Tobias

    14 replies

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    Ó
    Óskar11
    April 8, 2021

    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). 

      K
      KharloEmployee
      Employee
      April 16, 2021

      Hi Oskar,

      This is correct. At this time, views do not have the ability to have a condition to list all tickets with agent mentions. Whenever an agent gets notified, they get an email and the notification bubble that you have seen. We appreciate your feedback and will be flagging this as a feature request.

      Take care!

      Kharlo | Customer Advocate
      support@zendesk.com

      C
      Charlie18
      July 7, 2022

      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!?

        Jasmine18
        Jasmine18
        January 4, 2024

        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. 

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