Cathy Guidi-Scherm

Our ZD instant is the system of record within our organization. As our business updates and we make changes to categorization, we need to be able to update tickets for historical reporting and support of our business. Also, many of our cases will take over 28 days to resolve and up to months. I really don't want to keep everything in some type of pending status as it will slow down the system but we need a way to edit old cases to re-code based on business changes. This is a critical feature.

As a new user, this is something that we now have to work around as we implement. I don't currently know how many we will want but my current system allowed me to break out incoming messages into about 40+ queues that I now have to compress. Good to look at things differently but then we want views to help manage and make up for things we didn't have but have a really hard limitation of just 12. Curious if there is any product roadmap following the statements I have read from April 2021 and October 2021 as to when this may be updated.