We all love straightforward tickets where the customer asks a question, we provide the answer, and the ticket gets closed. But in reality, ticket management can become quite complex.
Tickets often have multiple updates from both agents and clients. Side conversations, ticket fields being completed or changed, and various other activities can make it difficult to keep track. When something goes wrong, it can be a nightmare to scroll through endless information trying to find out why a ticket was incorrectly assigned to a specific group or why a trigger didn't fire, or why a specific tag was removed.
How can the Ticket Timeline Viewer help you?
With the Ticket Timeline App, all events are conveniently displayed in the sidebar. In the app, you can filter the type of ticket modifications you’d like to see. Filter on tags and BAM! You can see all the tags that have been added or removed throughout the ticket handling process. Want a quick view of who changed the status of a ticket? One filter and you’ve got the info. This app will save any team lead, quality analyst, or incident manager an incredible amount of time.
Why should you use the App?
It saves time and it brings clarity where you otherwise would get lost.
The Ticket Timeline App for Zendesk offers team leaders (and agents if applicable) a chronological overview of all updates within a ticket, excluding the content. This includes status changes, tags being added or removed, csat ratings being filled out. By using this sidebar app, you can quickly zoom into specific topics, such as tracking the timeline of all tags being added or removed.
The Ticket Timeline Viewer displaying a chronological listof all status changes