Nick I.

The free draft option in Zendesk is a really good addition and super helpful, especially with new hires. 

The struggle with this right now is relevant to being able to understand when there is a draft added by an agent so a manager can review it. There is no indication that would help us identify when a ticket contains a draft. 

The request is to add a “1” icon which will work as an indicator when there is a draft saved. That will help mostly managers but agents too with this. 

We need the bcc option to be added in Zendesk so we can inform more than one clients that report the same issue, at the same time without sharing personal info. Please consider that. We need that. 

It's insane that such a known ticketing system doesn't have a BCC option. 

Please add BCC option in the ticketing system. It would be really helpful with clients that report the same issue but we also have to protect their persona info.