Michael Cardamone

My team just asked me about this. I think there's potential in using the existing notification app in Zendesk, possibly building new functionality and configurability into that app. I personally would not trust using a Chrome extension. The most important part of the solution needs to be that it can visually notify agents on the screen they are currently in, which is usually Zendesk. 

The native Zendesk to JIRA integration shows linked Zendesk tickets in the “Zendesk Support” section of the JIRA. It does not show how many tickets are linked to that Zendesk ticket using the Zendesk process, where we can link customer tickets affected by the same issue. 

We ensure the JIRA ticket is marked with the correct priority so our Engineering Team can work their JIRA tickets correctly, but the engineer will never know if the priority ticket they are working on has other customers attached to it. Having the “Incidents” number shown in the “Zendesk Support” section of the linked JIRA ticket would be a great help to Engineering Teams when prioritizing their ticket based on customer impact. 

Currently, if you open a ticket and use the option at the top right of the screen to filter out "Internal notes" by selecting "Public messages," it will only filter on the screen.

If you proceed to use the Print option and print to .pdf you will receive all the Public messages and the Internal notes, which is counterintuitive.

Having this option would make it much easier for support agents who might have to do a review of several tickets with a customer over video conference. Please consider changing the printed version to match with's being viewed on the screen, or creating a print option for the ticket that would be considered customer-friendly by only including Public messages, and customer-viewable ticket fields.  

Thanks for the update James Hanley
I have Orgs from 2014, with over 2k of tickets and 1k of users that I'd love to use this feature on. I'm looking forward to it. 

Enterprise companies are moving towards customized user experiences. This means custom integrations into their existing SAAS Admin panels so Admins/Users do not have to jump into different environments. 

Are there plans for Organization & Users settings API calls that would function on existing users?
This would open the door for us to build custom digital experiences where I could allow my customer Admins to control these settings for their users submitting support tickets from my products admin panel. This may also open up the need for a new end user role or setting, "Organizational-admin"

From an Enterprise perspective, I also concur with the statement Whitney Votaw made.

When in the Admin Console under the PEOPLE section on the TEAM MEMBERS tab

We need a filter based on users that consume any Zendesk lic.

I agree with the other request in this post.

In addition:

I think for most Enterprise businesses it looks something like this (at a high level);

1. choose a parent ticket to track the incident/issue and roll all other tickets under it (so you have 1 person working on the issue not many).
2. Have an easy way of updating the list of customers on the incident/issue as it's being worked (I believe Zendesk covers this already when you use incident as the ticket type.)
3. Have an easy way of exporting all the Customers Organizations, Ticket numbers, and any additional supporting ticket data you may need from the child tickets as part of the review process and understanding around how many customers were affected by that incident/issue. 

This could be accomplished by assigning an "Incident ticket ID" to any ticket that's been chosen as the parent ticket. The ID would only get created for Incident tickets with at least one child ticket attached to it. This new "Incident ticket ID" would then be associated with each child ticket that's linked.

A new Explore data point could also be created, called "Incident ticket ID." Users could then (in a spreadsheet-style report) report on the metric "(Count) Tickets," assign the new "Incident ticket ID" attribute to the row of the report, and use the same attribute to filter the report by the incident ticket ID number. This would allow a user to have the "Incident ticket ID" attribute as the first item in the row, followed by the "Ticket ID" and any other ticket-related attributes they may want to see.

This would help bring the already great Zendesk incident ticket feature full circle.

We're allowed to put TAGs onto articles during creation. It would be extremely helpful to have the ability to add TAGs as a column when viewing articles in the various sections (Published, Review, Draft, etc.), and the ability to sort by it. This would help Reviewers and Publishers of larger companies the ability to quickly focus on the articles that are in scope for them.