Zoho Desk View Open Tickets and Open Shared Tickets

Zoho Desk View Open Tickets and Open Shared Tickets

Hi,

I would like to create a custom view so that an agent can view all the open tickets he has access to, including the shared tickets created by a different department.

Currently my team has to swich between two views (Open Tickets and Shared Open Tickets). Sometimes my team loses sight over a shared ticket.
It would be great to include the Shared Open Tickets in the Open Tickets view (or a new view).

If I build a custom view with filter criteria: Status Is OPEN, only the tickets of the department of the agent are shown (not the shared tickets).

Am I missing something? Or is there a workaround?


      • Sticky Posts

      • Live Webinar - Work smarter with Zoho Desk and Zoho Workplace integration

        Hello customers! Zoho Desk and Zoho Workplace are coming together for a webinar on 14th May, 2024. Zoho Workplace is a suite of productivity apps for email, chat, docs, calls, and more at one single place. Zoho Desk is closely integrated with a few tools

      • Apple iOS 17 and iPadOS 17 updates for Zoho Desk users

        Hello Zoho Desk users! Apple recently announced the release of iOS 17 and iPad OS 17. These latest OS updates will help you stay productive and efficient, through interactive and seamless user experiences. Zoho Desk has incorporated the updates to help

      • Zoho Desk Partners with Microsoft's M365 Copilot for seamless customer service experiences

        Hello Zoho Desk users, We are happy to announce that Zoho Desk has partnered with Microsoft's M365 to empower customer service teams with enhanced capabilities and seamless experiences for agents. Microsoft announced their partnership during their keynote

      • Zoho Desk Cheat Sheet For The Year-End

        Check out these Zoho Desk best practices to end this year on a high and have a great one ahead! #1 Set Business (Holiday) Hours - If you have limited working hours, please make sure you restrict your business hours or set them as holidays for the coming days. Let your customers know when you will, and won't, be available. #2 Update the Annual Holiday List - Check the holidays for the new year and update the holiday schedule. Usually, holidays from the current year will be carried over for the next

      • Deprecation of older versions of ASAP Mobile SDK | Zoho Desk

        Hello, everyone.    Greetings from Zoho Desk ASAP!   In order to continue to deliver the best and most secure experience to our mobile SDK users. On account of the recent enhancements and updates to the mobile SDKs, we have planned to mark the older versions