I just want to reiterate that the lack of this feature is a big miss by ZenDesk. MANY customer of ZenDesk will find this to be a very useful feature. For a point of reference/comparison, Cisco TAC'...
+1 for this feature. Seems like a big oversight that this is not already a feature of ZD, and that this thread as been open for two years asking for this (apparently simple) enhancement. Thanks, Eric