View Tickets in Support Profile - Frequently asked questions
Discover how to view assigned, requested, and CC tickets in Zendesk Support. This page answers common questions to help you manage your support profile effectively.
Frequently asked questions
How can I view my assigned, requested, and CC'd tickets in Zendesk?
You can easily view your assigned, requested, and CC'd tickets in your Zendesk profile. To do this, click your profile icon in the upper-right corner of the page header and select 'View profile'. Once in your profile, click 'Tickets' under your…
Can I remove a CC'd end-user from multiple tickets in Zendesk?
Unfortunately, removing a CC'd end-user from multiple tickets in Zendesk isn't straightforward. You need to go through each ticket individually to remove the user from the CC list. While Zendesk allows bulk actions for certain ticket changes, CC…
Is it possible to customize the ticket view columns in Zendesk?
Currently, Zendesk does not support customizing the columns in the ticket view under agent and end-user profiles. However, you can create a custom personal view within your own ticket view page to better suit your needs. If you have specific…
How can I create a custom view for a team to see all assigned tickets in Zendesk?
To create a custom view for a team to see all assigned tickets in Zendesk, you can use specific conditions in the view settings. Set the status category to 'less than solved' under 'meet all conditions' and specify the assignee names under 'meet…
Can I track when an agent first opens a ticket in Zendesk?
Currently, Zendesk does not provide a way to track when an agent first opens a ticket. A timestamp is only recorded when an update is made to the ticket. If tracking the first view is important for your workflow, consider suggesting this feature…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
“Our company is growing very rapidly, and we were receiving a lot of support requests. And our team was spending a huge amount of time on them. Now, our AI agent is resolving 84% of customer support conversations.”
Ella Roy Customer Success Manager
Zeffy
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Read Zeffy's case study
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
Conrad Jones CX and Service Leader
Zinc
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
"My AskAI’s Zendesk integration is saving our support agents over 35 hours per week. A massive win for the team and mitigating hundreds of hours of combined waiting time for customers. We are very pleased with the results — which have allowed us to reinvest bandwidth into other strategic areas."
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Customer.io($50M+ ARR)
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
"My AskAI's Intercom integration stood out not only because of its impressive answer accuracy but also because of how well it worked within our existing Intercom setup. The combination of precision and effortless setup made it invaluable."
Howard Blick Customer Service Team Lead
Freecash
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