Óskar Ómarsson

Any updates on this would be appricated, thank you 🙏

In regards to limit this to subset of agents, I understand that isn't possible right now, I would love to have my experienced agents try this out with out giving this to all agents, are there any plans to allow this to be restricted/limited to subset of agents?

Alina Wright thanks for the update, looking forward to April :)

Hi again, Alina Wright do you have any updates on this?

Any feedback on this from a Zendesk Support PM?

This is annoying our customer service agents, they work with a lot of pdfs on daily basis and it would be great if Zendesk wouldn't force a certain browser behaviour.

regards

Oskar

Appreciate the feedback Alina Wright

I just find my self wonder more and more how Zendesk prioritise these issues as while fundamental issues like this go untouched for the better part of a decade we see endless releases of "nice-to-have" features.

For our organisation where Zendesk is one of the top 5 expenses IT wise this is extremely frustrating.

This is needed, in my mind this it is very strange that these two are interlocked, it is easy to imagine that you would want agents to keep organizations up to date while you would only want admins to manage the structural elements like groups.

Regards
Oskar

Would be great to get a feedback on this from Zendesk.

Zendesk really should strive to make their software as secure as possible and not showing the email address in FROM is a very strange idea, the email address isn't in the way of anything else, there are no privacy concerns or even performance penalties.

Still waiting on this one, just wanted to report another use case for this.

In our organisation we need input from employees in different departments that have no need to be a full agent in Zendesk, aside from the cost we don't want to teach them how to use Zendesk as these interactions are occasional per employee.

To solve this we have these employees as Light agents in Zendesk, that way our front-line employees can use mention in internal notes that will deliver emails to the light agent that can reply to that email that will deliver a message to the ticket as an internal note.

This setup works fine, things are simple and just work.

Until a light agent goes out of office, then it would be really handy to be able to create a view to monitor tickets where those agents are added as followers.

Dane this isn't really true, there are cases where this context panel will be closed and will remain such until the agent opens it up again manually.

Even if that would work perfectly, that doesn't really solve the issue at hand, some agents will always forget to open this context panel.

Here is a very easy way to reproduce this unreliability:

1. open a ticket
2. open the context panel
3. click "Customers" icon on the left
4. click any customer
5. now go back to your ticket and the context panel is closed and will remain so until you open it manually again.

This behaviour isn't really a big thing on it self, but when this this is something that some of us actually feel like should have the ability to be forced open at all times this makes this buggy behaviour a bit bigger deal.

Best regards
Oskar