Melissa Freeman

Chiming in here to agree that using reactions is becoming more common at my organisation. I'm not sure what I want to happen with reactions, but it's definitely not needed for everyone to get an email when someone just sends a reaction.

Can anyone from Zendesk say, if we don't send firstName in our SSO response, will the person be signed in without changing their name, or is firstName mandatory?

Our identity team told me it wasn't possible to send the preferred name because it's in a different system.

Dear Zendesk team,

We have just discovered this issue after implementing SSO. 

It is not an option in our identity system to select preferred name. 

It would be so much better if Zendesk offered a way for agents to use their preferred name.

It's such a simple thing, and was NOT an issue until we moved to SSO.

Also, I couldn't enable On-Hold status without disabling custom statuses. This was a crazy quirky thing. 

I had to disable custom statuses, enable on-hold, then enable custom statuses again. When I reenabled custom statuses, the mistake ones were still there.

+1 Please allow custom statuses to be deleted. When you are setting up, you will try different things, before you land on the best solution.

I created three statuses in Open that I later wanted to move to On-Hold. This was not possible. I could only inactivate and rename to "Delete 1/2/3". Very clumsy.

I am also looking for the possibility of giving agents access to 2 to 3 groups' tickets, not all tickets. This would enable us to share a Zendesk instance with another team. We have 3 teams that work together very closely, and 1 team that works completely separately. I think I'll have to recommend they have a separate Zendesk instance, which seems unfortunate to me.