Displaying Ticket Age in Views - Frequently asked questions
Frequently asked questions
How can I display ticket age in Zendesk views?
To display ticket age in Zendesk views, you need to create a workflow that involves setting up a drop-down field, creating automations, and editing your view. First, create a drop-down ticket field with predefined age buckets like 7 days, 15…
How do I create a drop-down field for ticket age in Zendesk?
Creating a drop-down field for ticket age in Zendesk involves a few simple steps. In the Admin Center, navigate to Objects and rules, then select Tickets > Fields. Add a new drop-down field and name it 'Ticket age'. In the Field values section,…
What automations are needed to display ticket age in Zendesk?
To display ticket age in Zendesk, you need to set up three automations. Each automation updates the ticket age field based on how long the ticket has been open. For example, the first automation sets the age to '7 days' if the ticket is older…
How can I add ticket age to a Zendesk view?
Adding ticket age to a Zendesk view is straightforward once you've set up the necessary field and automations. In the Admin Center, go to Workspaces and select Agent tools > Views. Choose the view you want to edit and under Group by, select…
Why should I display ticket age in Zendesk views?
Displaying ticket age in Zendesk views helps you manage and prioritize tickets more effectively. By categorizing tickets based on their age, you can quickly identify which tickets need immediate attention and which can wait. This approach…
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