Zendesk Ticket Age Highlighter

WHAT IT DOES

Zendesk Ticket Age Highlighter scans your Zendesk ticket lists, views, and queues to highlight tickets based on how long they've been open. Green indicates recent tickets (under 1 day), yellow for moderate (1-3 days), orange for aging (3-7 days), and red for old tickets (over 7 days). Each ticket row gets a colored left border and a subtle background tint, making it easy to spot aging tickets at a glance. Age badges show the exact age next to each ticket subject, and tooltips display the creation date, last update date, and exact age on hover. A summary panel shows total tickets, average ticket age, oldest ticket, and a breakdown of tickets by age category. You can sort tickets by age to bring the oldest tickets to the top. This helps you prioritize aging tickets, reduce response times, and manage support queues more effectively.

WHERE IT RUNS

This script runs on Zendesk ticket list and dashboard pages (*.zendesk.com/*). It operates entirely within your browser tab, reading the page's DOM to locate ticket rows, extract creation dates, and apply highlighting. The script cannot access other tabs, your browsing history, bookmarks, downloads, or any data outside the current page. All settings—including age thresholds, highlight colors, age badge visibility, sort preference, last update preference, and auto-analyze preference—are stored locally using GM_setValue and never transmitted anywhere.

HOW TO USE

After installing with the BotGentz extension, the script automatically analyzes tickets on Zendesk pages you view (if auto-analyze is enabled). The panel shows a summary with total tickets, average age, oldest ticket, and a breakdown by age category. Each ticket row is color-coded with a left border and subtle background. Age badges appear next to ticket subjects showing the age in hours or days. Hover over any ticket to see its creation date, last update date, and exact age. Click "Analyze Tickets" to manually trigger analysis if auto-analyze is off. Adjust age thresholds in the settings to customize what counts as "Recent," "Moderate," "Aging," and "Old." Change highlight colors to match your preferences. Toggle age badges on or off, enable sorting by age, and choose whether to use creation date or last update date. Copy a full ticket age report to your clipboard.

THE REAL MECHANISM

The script detects Zendesk ticket rows using multiple selectors (.ticket-row, .ticket-item, .list-row, .table-row, [data-testid="ticket-row"]) to handle different Zendesk UI versions and ticket views. For each ticket, it extracts the ticket ID from .ticket-id or .id, the subject from .subject or .ticket-subject, the creation date from .created, .created-date, or [data-testid="created"], and the last update date from .updated, .last-updated, or [data-testid="updated"]. Dates are parsed using a flexible parser that handles Zendesk's ISO and date-only formats. Based on user-configurable thresholds (defaults: 1, 3, 7 days), each ticket is assigned to one of four categories: Recent, Moderate, Aging, or Old. Highlighting is applied by setting a left border color and a subtle background tint on each ticket row. Age badges are inserted next to the ticket subject, and tooltips are added to ticket rows. If sorting is enabled, the ticket rows are reordered in the DOM from oldest to newest. The summary panel aggregates statistics across all tickets found on the page. All DOM manipulation uses safe methods with no innerHTML from untrusted content.

THE PANEL

The Ticket Age Highlighter panel is a BGPanel component that you can drag anywhere on your screen by its header. It snaps to the nearest edge when released, keeping your workspace organized. The panel collapses to a small bubble showing only the emoji icon when minimised—click to expand it again. You can resize the panel horizontally to see more of the summary and settings. Press the Escape key to collapse the panel instantly. Your panel position and size are saved per-site.

PLEASE NOTE

This script requires the free BotGentz browser extension to function. Zendesk frequently updates its UI, which may change class names, data-testid attributes, and DOM structure—the script may require updates to maintain compatibility. The extraction of dates relies on date fields being visible on the page; if the Created or Updated columns are not displayed, the script may not detect tickets. The sorting feature rearranges DOM elements on the page, which may affect other scripts or browser extensions that interact with ticket rows. The script never reads or writes password fields, hidden inputs, or file inputs. It stores only your age thresholds, highlight colors, age badge visibility, sort preference, last update preference, and auto-analyze preference locally. No ticket data, customer information, or personal information is ever collected, transmitted, or shared.