Feature Request: Requester External ID in Views
Gepostet 07. März 2023
Feature Request Summary:
We'd like to have Requester External ID as a column available in ticket views.
Description/Use Cases:
External ID in our Zendesk configuration is the customer's user ID in other systems. We'd like to have it available in Zendesk views to enable workflows in those systems for customers contacting us in Zendesk. Today, it's not a column available to add into Views, which would be a very flexible way for us to get at that data.
User story: As a support agent, I need to export a list of external IDs for a set of tickets so that I can take an action on them in another system, then reply to their tickets in Zendesk once I've completed the action.
Business impact of limitation or missing feature:
This is moderately impact for us. We have a workaround of using Explore instead of views, but the 1-hour delay can lead to delay in updates making it to Explore can slow our workflows.
The other workaround would be build something custom using the API, but we'd prefer to have access to a solution like a View that doesn't require engineering resources.
6
2 Kommentare
Offiziell
Salvador Vazquez
Hey Alan, thank you for taking the time to provide us with this feedback. We apologize for the delay on our end in providing you with a response to your feature request.
This is a great feature request and I have added it to the backlog for future consideration. This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community.
-1
Johannes Garske
+1
1
Offiziell
Salvador Vazquez
Hey Alan, thank you for taking the time to provide us with this feedback. We apologize for the delay on our end in providing you with a response to your feature request.
This is a great feature request and I have added it to the backlog for future consideration. This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community.
-1
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