Standard view for every agent
Hello there,
I am facing the following challenge. I would like to provide a standardised view for all agents. This view should not be editable by the user. It would be nice for the users if the tickets were divided into columns (like prio work mode). The individual user should see their own tickets and these should be grouped horizontally by priority and sorted by last response.
With Desk, this is not possible at all. Normal views cannot be locked so that users cannot change anything and there is no system variable/placeholder available for the agent anyway, so it is not even possible to filter by user...
Desk reports cannot be used either. There are also no user placeholders and you are even limited to a period of two years.
Zoho Analytics cannot be used either, as there is the problem that there is no real-time data. In a fast-paced support, this is of course a huge exclusion criterion.
Do you have any ideas?
Best regards,
Sven