Create a view showing all tickets where I have added a note to it in the last 48 hours | Community
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Create a view showing all tickets where I have added a note to it in the last 48 hours

  • March 7, 2024
  • 4 replies
  • 0 views
C

Hi Community,

Wondering if anyone knew how I could create a view of support tickets where I have added a note to the ticket.  This helps me to see where I have made contributions to a ticket but may not be assigned to the ticket or be the requestor.  I reached out to support and they indicated that views do not currently have this ability.

Understand that I'm asking alot as I'm essentially saying go through all tickets that have had a note added in the past 48 hours where my account created the note... could impact performance as I'm looking at a note level not just the ticket level.

That all being said, if anyone has any ideas I would love to hear them.

      4 replies

      Shawna11
      • Shawna11
      • Community Manager
      • March 7, 2024
      Hey Chris! I moved this over to Q&A for better visibility within our Community to help answer your question. Thanks so much!
      Rolf11
      • Rolf11
      • March 8, 2024

      Hello @chris77 could you have a trigger add a tag to a ticket whenever you add a note to it, something like the below

      You should then be able to add a view that shows you all tickets with this tag.

       

      Finally, you'll probably want to create an automation that removes the tag after the 48 hours, something like the below.

      The only shortfall of this is that if another agent updates the ticket between you updating it and the 48 hour automation then the 48 hours will start again.  Not sure how to overcome this but trust this is a start towards solving your need.

       

      C

      Hi Rolf,

      Thank you for sharing your ideas regarding the use case mentioned above.

      Sydney11
      • Sydney11
      • March 13, 2024

      I hope ZD adds this functionality as I would also like to know. As I am sure others. We can't have triggers for everyone and it only helps going forward, not past tickets.

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