Show ticket title in tab, not requester name

41 Kommentare

  • Thomas Wales

    I understand that it's been agreed that Zendesk should be able to do this, when will get feature be worked / released?

    https://support.zendesk.com/hc/en-us/articles/5052137058330

     

     

    1
  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    How about giving Admins the ability to decide for ourselves? If our agents like the subject, we can set it to show the subject. If our agents like the requester, we can set it to show the requester.

    Make it dynamic and configurable for us!

    1
  • Joe Gran

    Please add this soon.

    1
  • Dave Dyson
    Zendesk Community Manager
    Thanks for the feedback, Anthony, and welcome to the community!
    0
  • Nicole Saunders
    Zendesk Community Manager

    Thanks for sharing your feedback, everyone. 

    Ethan Smith Dave and I are both community managers here at Zendesk. We facilitate and moderate the conversations that happen in the forums, among other things. But we aren't product managers, and we do not have insight into the thinking behind these or any product changes, nor do we have any say over the product roadmap. What we will do is make sure that the right product managers are aware of the comments in this thread, and ask that they respond. 

    To set expectations, our product teams plan their roadmaps in 9-month cycles, so it typically takes several months from the time that a feature request is posted in the community to the time that a product manager can review it, evaluate it, and comment on whether it's something they can or will implement in the near future. Every now and then, things happen to move faster, are already being worked on, or something is, in fact, a bug, and gets a more urgent fix. I can't speak to whether the feedback in this thread falls into that category. But as I said, we'll check in with the folks that can say more and hopefully they'll be able to get back to us soon. 

    0
  • Raven Johnson

    Agree with everyone here.  How can ZD justify a change like this when so many customers disagree that it's a better practice?  There must be ONE high-paying customer that ZD goes to for feedback, and if it fits their model, it gets implemented.  If not, it doesn't.  Typical.

    0
  • Scott Davis

    + 1. We just move to the new agent workspace, and alas, are also missing the subject in the tabs.

     It is easier to keep track of tickets when using the subject, not the submitter. We have submitters who submit many tickets.

    0
  • Thomas Wales

    +1, did the change today and this was the first feedback retrieved. 

    0
  • Maxine Levine

    +1! Having the name instead of the title makes it twice as hard to differentiate between tickets, and figure out which ticket you're supposed to be working on.

    0
  • Service Clients

    +1, agree too we need the subject in the tab title instead of the requester name 

    0
  • Paul Jarman

    Should be configurable to choose  between the two at least.  Or - at least display the title when you hover on the tab

    0

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