Custom View: Last Comments By column | Community
Skip to main content

Custom View: Last Comments By column

  • June 5, 2021
  • 2 replies
  • 0 views
M

User Story: As a Product Owner, I would like to see WHO last updated support tickets so I can easily determine if action is still with support team or with my product team

Rational:

Our workflow in Zendesk has support agents assign a ticket to a Product team member if they can not solve users issue.  It is then up to the Product team member to determine if it require development support.

In the communication exchange between Support and Product and Requester when gathering more information, it is important for me to be able to see WHO last added any comments to a ticket so can quickly chase up only those tickets that now need our attention, or conversely show support which of the tickets we are waiting response on.

Currently the only similar field available to for view is the 'Updater' field, which does not provide the granular level of detail needed

      This topic has been closed for replies.

      2 replies

      Nicole17
      • Nicole17
      • June 8, 2021

      Thanks for writing out this detailed feedback, Mark. It's helpful.

      If other users have a similar need, please up vote Mark's post, and add your own use-case and details in the comments below.

      Jacob20
      • Jacob20
      • June 11, 2021

      Hi @Mark Mcpartland,

      While this isn't natively supported, you might be able to achieve what you're after by creating:

      • a custom ticket text field "Updater name"
      • an HTTP target to add the ticket updater value to your custom field (using the placeholder for {{current_user.name}})
      • a trigger that fires the above target when a ticket is updated and the current user is an agent.
      •  add the custom field "Updater name" as a column in your view.

      You can see an example of a similar use case here. I know this kind of workaround isn't for everyone, and my sketch is very high-level, but I thought I'd mention it as a possible solution for your user story.

      I hope it helps you out.

        Terms & ConditionsCookie settingsAccessibility statement