There are times when you might want to monitor an interesting ticket. It could be from a high priority customer, about a bug that you want to keep an eye on, or even simply an issue assigned to your team. You can follow tickets and get notified of their activities in the Notification Center, but what if you wanted to see all the tickets you have followed. That's when this extension can help you out. The extension conveniently lists the tickets you've followed in Zoho Desk. You can simply click on a ticket to view its details and then unfollow it if needed.
Key Features:
View a list of tickets that you have followed in your account
See key information like the contact name, status, and assignee without opening the ticket
Unfollow tickets to stop receiving notifications of their activities
Select multiple tickets at once to unfollow them all in one go
dear zoho team, everything is fine but the problem is that we have one show us how to use such extentions... we need trainings and maybe when you train us, we will pay more money to zoho try new things..
Nice add-in! Should have a select button to unfollow all tickets that have now been closed and should be included in the main product by now as it has been developed by Zoho.
I like it-it fixes the problem in a straightforward way, though it's quite basic. It's limited since I can't sort or use different views, but it does cover a fundamental function that Zoho lacks.
The app lacks the notification function. I would generally want to follow a ticket to be made aware of all the activities which happen proactively, not I need to reactively check the a new tab.
If this app is expanded to follow accounts and contacts, with the appropriate notifications, it would deserve a 5 star.
We are a software development company with client queries that move between multiple different departments. This extension allows us to follow the progress much easier than using the tagging functionality. The new view is wonderful and you also made it easy to un-follow at any point. Thank you for this extension!
Eu gostei muito, como essa extensao todos os casos que eu estou seguindo agora eu posso ver eles juntos nessa tabela e me parece mais organizado eu ame
If the extension is already installed once, you expect it cannot be installed twice. I did not further use it and de-installed it because we already had the extension.
I thought we did not use the app so I wanted to install it to see its potential. It turned out we have it active. Can you get email notifications regarding tickets you follow?
It appears there was a miscommunication on the marketplace forums. I had a word with the product team and learned that we are yet to support the My Followed Tickets in the All Departments view. We have tabled this to the product team with the use cases and cruciality and shall keep you apprised as and when we have more news on this front.
Wish I had more exciting news for you. Stay tuned. Ash | Zoho Desk
You can select the All Departments view when you are on the My Followed Tickets extension. Could you care to clarify if I have misunderstood your concern?
Following a ticket offers no additional value... Of course I can install and use the add-on My Followed Tickets for Zoho Desk, but what does it do for you? Not much!
The range of functions is very small! All you can do is to view a list of all the tickets you follow. You will see basic ticket data (subject, id, satus etc.) and nothing more.
Criticisms that actually make this add on unusable in my opinion: You can't change the status, you can't display any other information, you can't make any bulk updates - simply nothing that you are used to in the normal ticket overview. You can't set email notifications for followed tickets yet.
While I concur with the critiques you'd posted, we initially implemented this extension for those who wanted to track the tickets they follow under a single page. Nonetheless, we shall look into the technicalities of incorporating your suggestions down the lane.
This extension no longer allows the view under all departments. I spent about an hour in chat with the help desk who eventually just passed it off to your developers. I am in all departments. For me to have to select each department to look at the tickets I follow is a huge waste of time, not efficient at all. I was able to do this previously before the update, What happened? Please change it back.
Hi Ash, I didn't enter a ticket, I entered a chat with Vimal S, I placed the header of that chat below that came to me via email. How it was left was he would pass on the info to the extension developers and they would get back to me. Please let me know what else I can give you to assist.
#4311003 Lisa Dominicus - ldominicus@orderlogix.com Website : https://crmplus.zoho.com/orderlogix/index.do/cxapp/crm/org668237159/tab/Home/begin Attended By : Vimal S 9 Jun 2022, 7:01 PM Chat Duration : 00:00:08
I have not heard anything back. I still can't view all departments when under my followed tickets. I sent you the info from my chat. When will I get an answer on this?
If you have reported the problem to the Customer Advocacy team, they will have it fixed before long. Help us with the reference ticket number to expedite the request.
Glad to hear you like the extension. Indeed the grouping/sorting functionality would be a nice-to-have addition. Thanks for sharing your suggestion, though.
This extension provides some much needed functionality for the 'Follow Tickets' feature, the ability to see and manage all of the tickets an agent is following. However, this extension provides only the bare minimum in terms of features and leaves the user wanting more. There is no way to sort the tickets being viewed by this extension. There should be a way to sort the tickets by date created/closed, status, etc., but you can't. There are no filtering options either. You cannot, for example, hide all of the tickets that are closed, or that were created before/after a certain date. There is also not a way to open a ticket in a new tab while remaining on the page. When you click on a ticket it takes you to a new window/tab. If you want to open multiple followed tickets you have to open one at a time, returning to the 'My Followed Tickets' page every time after each ticket is opened in a new tab. There should be a way to open multiple tickets while remaining on the 'My Followed Tickets' page to avoid having to hop back and forth between multiple tabs. Overall this extension seems like a band aid solution rather than a fix for the real problem, the fact that you cannot create custom views using followed tickets as the criteria. All of the features mentioned above can be done in the normal views mode, but can't be done with this extension. I don't know why there is such a disconnect between the functionality between these two pages and why they cannot be integrated into one area, the views page.
Followed Tickets view is on the cards already. However, we shall look into the scalability of implementing the filters for the said extension down the lane. Thank you for taking the time to post the feedback.
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Hello,
I would recommend you to try My Followed Tickets for Zoho Desk. It would add a lot more value to your Desk account.
You can install the app in just two easy steps. Click on 'Install now' button.
Sincerely, null
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Regards - Ash | Zoho Desk