Leah Hughes

1. Community
2. Feedback - Ticketing System (Support)
3. Can we keep the ticket's status as NEW after assignment until Agent manually updates?

Hi everyone!  We're planning on adding custom statuses to Zendesk which would allow you to create your own status for when the ticket is assigned to the agent but hasn't been responded to yet. For ...

• Kommentar anzeigen
• Leah Hughes
• Erstellt 5. Oktober 2020 21:56
• 0 Stimmen

1. Community
2. Feedback - Ticketing System (Support)
3. Round Robin assignment

Hi everyone,  We realize this is a big issue for our customers and we have plans to solve for this need. We'll update this thread again once we have more info we can share!

• Kommentar anzeigen
• Leah Hughes
• Erstellt 5. Oktober 2020 21:47
• 0 Stimmen

1. Community
2. Feedback - Help Center (Guide)
3. Share articles across multiple brand accounts

HI everyone,  We are creating Reusable content in our Help Center. With this new feature, you’ll be able to capture things like common troubleshooting steps, rules and regulations, disclaimers, etc...

• Kommentar anzeigen
• Leah Hughes
• Erstellt 5. Oktober 2020 21:30
• 0 Stimmen

1. Community
2. Feedback - Ticketing System (Support)
3. SMTP Email delivery method

Hi everyone,  The way we've decided to address this problem is to give customers the ability to allow for Zendesk notifications to be sent by email through your own servers. This is a problem we ar...

• Kommentar anzeigen
• Leah Hughes
• Erstellt 5. Oktober 2020 21:27
• 0 Stimmen

1. Community
2. Feedback - Ticketing System (Support)
3. Integrated tasks list

Hi Jon,  Thanks for your feedback! Could you tell me a little bit more about how you're trying to use Zendesk? More information about your business goal/workflow that requires you to have this need...

• Kommentar anzeigen
• Leah Hughes
• Erstellt 21. August 2020 22:07
• 0 Stimmen

1. Community
2. Feedback - Ticketing System (Support)
3. Agent Workspace - Integrated translator

Hi Xander,  Thanks for the feedback! Our product team understands that this feature gap that currently exists between Agent Workspace and the Chat/Support UI interface is something that's important...

• Kommentar anzeigen
• Leah Hughes
• Erstellt 21. August 2020 21:01
• 0 Stimmen

1. Community
2. Feedback - Reporting and analytics (Explore)
3. Help Center Reporting in Explore

UPDATE: The first of the Guide knowledge base datasets is now available for early access preview, This will give you page views, article votes information, and more. Read more at https://support.ze...

• Kommentar anzeigen
• Leah Hughes
• Erstellt 14. August 2020 14:50
• 0 Stimmen

1. Community
2. Feedback - Ticketing System (Support)
3. Add internal notes as part of ZD automation

Hi Sophie,  I'm on our Voice of Customer team and would love to know the use case/goal that you're trying to accomplish with this request. As Nicole mentioned, this particular functionality is not ...

• Kommentar anzeigen
• Leah Hughes
• Erstellt 13. August 2020 21:38
• 0 Stimmen

1. Community
2. Feedback - Ticketing System (Support)
3. Ability to add user fields to ticket view

Hi Jacob,  Thanks so much for the feedback! I'd love to make sure I fully understand your use case for needing this feature. What kind of user fields are you hoping to show and display?    Knowing ...

• Kommentar anzeigen
• Leah Hughes
• Erstellt 13. August 2020 20:18
• 0 Stimmen