Option to mark organization requests as solved

11 Kommentare

  • Nicole Saunders
    Zendesk Community Manager

    Hi Sudheer -

    Can you tell us more about the business case for why this is needed and how significant of an impact this would be for your organization?

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  • Sudheer Gobburu

    Hi Nicole,

    We have a request from couple of customers where the tickets need to be closed by a particular user in that respective organization. This is a requirement from our customers which we are trying to meet if feasible.

    Thanks,

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  • Nicole Saunders
    Zendesk Community Manager

    Thanks for the additional context, Sudheer.

    If other users have similar need, please up vote Sudheer's original post and add your own use-case in the comments below.

    1
  • Sudheer Gobburu

    Nicole - I see that there are no up votes yet on this request. Can you please let us know if the request would be taken up for enhancement? If yes, what would be the tentative timeline to add this feature in the product.

     

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  • Nicole Saunders
    Zendesk Community Manager

    Hi Sudheer,

    I'm not a product manager, I manage the community. So I don't have any influence on what gets on the roadmap or when.

    That being said, I can say that if the request receives no or few votes, it's unlikely that it's something the product team would prioritize. We receive thousands of suggestions every month and have to be ruthless in how we prioritize them. So, features that are high in for many customers are the ones that tend to get on the roadmap.

    This feature request will remain open so others can up vote and add their use-cases, but given that this isn't currently prioritized and that we plan our roadmaps 9 months out on a quarterly cycle, even if we get a lot more engagement I wouldn't expect it to get prioritized before 2022.

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  • Sudheer Gobburu

    Hi Nicole,

    Can you please let us know if this enhancement is going to be prioritized for 2022?

     

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  • Nicole Saunders
    Zendesk Community Manager

    Hi Sudheer,

    I'm not the person who determines the priority. I would still not expect it to be high priority since we haven't heard from other customers in this thread, but we'll have to wait for the product manager to weigh in. 

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  • Sudheer Gobburu

    Hi Nicole,

    As we are nearing the end of 2022, Can you please check with your product manager to see whether this feature would be added in Zendesk this year.

    Thank you!

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  • Sudheer Gobburu

    Nicole Saunders Can you please provide an update?

     

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  • Daniel Shteingart

    Can you please provide an update?

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  • Nikki Goodson

    I've just found that I would have use of this feature as well.

     

    As an end user with access to view all requests from my organization

    I want to be able to "Mark as Solved" tickets on which I'm not cc'd

    So that I can save Nikki the work :) and so that I don't have to depend on my other colleagues who ARE cc'd to do this.

     

    Perhaps a new item can be added here to these access options: "Can view and solve tickets from user's org"

     

    On that note, it might be helpful for the person to also be able to comment (with or without marking as solved).

    Our particular use case: our client should be doing tier 1 for their own end users, but many of them come through us anyway. We forward those on to our client. They have a group of people on their support team and we cc those applicable but not all of them, yet they have one person overseeing who has said that they want to mark some resolved even if they're not cc'd (as it is, I'm just going to ask them if they'd like us to start cc'ing them on all of their tickets instead).

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