A popular feature request amongst the Zendesk user community is for unread or newly replied tickets to be visually distinguished (bolded), similar to how email services like Gmail highlight unread messages. The Lovely Views app satisfies this request by providing inbuilt unread/read functionality as shown below.
Not only are unread tickets and replies automatically bolded, the agent also has the option of marking a bolded ticket as read to 'unbold' and a mark an unbolded ticket as unread to 'bold' it.
Some of the key benefits communicated by our customer base include:
- Better tracking of customer responses - Multiple users had reported missing customer responses because there's no clear visual indication when a customer replies to a ticket that's already open
- Immediate visual awareness - Agents can quickly identify which tickets have new, unread replies without needing to hover over or open each ticket
- Reduced response time - By clearly highlighting tickets with new customer responses, agents can prioritize and address them faster
- Prevents missed communications - Decreases the likelihood of overlooking customer responses, particularly in high-volume support environments
- Workflow flexibility - Accommodates teams that prefer to keep tickets in "Open" status for visibility while still tracking new responses
- Improved customer experience - Ensures timely responses to customer inquiries, leading to higher customer satisfaction
- Better queue management - Helps agents efficiently manage their workload by clearly distinguishing tickets requiring immediate attention
- Reduction of cognitive load - Eliminates the need for agents to manually track which tickets they've checked for new responses
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