Hey all. I'm sure most or all of these points have been brought up but I thought I'd share my ideas here. I hope somebody from Zendesk sees this and passes it on to the product team.
Triggers are the backbone of your workflows, but there are some clear limitations with them, especially if you are used to other ticketing systems.
1 - Ability to re-arrange conditions and actions. I know this seems minor, but some of my triggers have a ton of conditions, and being able to rearrange / sort them would be very helpful. For now, I have to write them down, clear them out, then add them back in order.
2 - Search text functions in ticket fields. If I set a condition based on a user profile field, I have options to specify the words or strings it does or doesn't include. With Ticket fields, I only have options for Present or Not Present. Expanding the search functionality to ticket fields would be amazing.
3 - Enhanced Logic. I was able to build lot of what I wanted without having to get too creative, but sometimes I needed to use multiple triggers and tags to get the result I wanted. MEET ALL and MEET ANY or fine in most cases, but having AND / OR would allow me to greatly simplify my workflows. Example: IF (A or B) AND (X or Y) THEN Action.
4 - Post comments as a Trigger Action. Right now there's no option to post Internal notes or Public comments as an Action. The best we can do is create a webhook and use JSON to do this. However, your options are limited. It seems like a clear limitation to not be able to set up Action - Add Internal Note and then have a rich text field. I can do that with Macros! Please extend this to Triggers.
5 - Email User: Open text field for Email address. Right now if I want to send a Email to an address that's not a Zendesk user, such as an external vendor or Email DL, I have to through Email targets. Seems like a silly workaround.
Anyways, I love Zendesk and having a blast tailoring it to my company's needs. But of course there's always a way to improve the product and I'm hoping Zendesk listens to feedback.
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