Joshua Newell

Yes, having all incoming email headers regex triggerable will allow me to auto assign tickets to the personal in question.   I want to redirect all team member emails to the team group and auto assign it to the team member via headers that have been set at the exchange level. 

This is a classic example on how Zendesk doesn't care on what their users think. We are trying to make their product better. 10 Years later and this is still in the maybe pile. 

this will give us the ability to export license assignment!

Yes, it took me awhile to find how to add user, no link on the new page the old page has the link. 

When an agent is creating a proactive ticket, they need to the ability to create the user for that ticket.

Issue: Only agents that can see all tickets are allowed to create users.

Solution: Give admins an option to allow restricted agents (view grouped tickets only) the ability to create users. 

This limitation needs to be rectified. Please read this feedback for a scenario that has major implications created from the above logic.

If you agree with this feedback support, please upvote the issue for the design team to look at. 

https://support.zendesk.com/hc/en-us/community/posts/4416888621594-Multi-tenancy-email-ticket-creation-issue-

I would like a follow up to know the logic creators have read this scenario and realise the importance this issue is and not have the ticket screened and lost in this feedback system.

This is a very hard ticket to title to get up votes.
I hope the zendesk Domain logic creators get a chance to read this. 

I have an issue with the domain logic defended enough to warrant you to create a FAQ on your position - https://support.zendesk.com/hc/en-us/articles/4408881694362

This logic rules out ALL of your customers sharing a common business relationship. 

Scenario:
Our customer Z needs to organise products from Company A and have them installed by Company B and have both companies involved if any issues may arise during the project. 
Z does not know (nor care) what ticketing system A and B use and sends one email to both parties (directly) regarding the project issue. In doing so the ticket is currently only created in one of A or B zendesk tenancies. The email is asking A for information so B can do the job, but B only got the ticket and is waiting for A to respond. B and Z are waiting for A who knows nothing about the issue because of this current logic. Z rings A to find out why they have not responded to the repeated emails only for A to explore why they did not get the ticket. 

Based on this scenario (which can be very costly!)  Company A looses faith in the zendesk service.  

Zendesk claims the email has a unique ID that can only exist in one tenancy across the entire zendesk system.  

I propose when the email is received, zendesk search all "To" addresses to compile a list of tenancies in its eco system. For each tenancy create a ticket with tenancy ID+email ID so there is unique tickets for each tenancy (A and B) to action upon. 

The solution your support team gave, was to create two tickets, one for Z and one for B, the problem with this is Z instigated the tickets by email. Z does not know zendesk limitations nor that A and B use zendesk, and therefore A never knows to create 2 tickets. Nor does B know that A has that issue. 

Does your iOS app have custom URL schemes to launch your app and search for keyword?

With that I could create a internal webpage to use the API to list following ticket ID's and show the link for them to click to auto search in the iOS app. 

Not elegant by any means but if the feature already exists I have a work around until this request is actioned.

https://developer.apple.com/documentation/xcode/defining-a-custom-url-scheme-for-your-app

Most of our agents use the iPhone app on the road and require to see tickets that they are following but no longer assigned. 

There is no current work around for the iphone app (looking for marketplace app support but no provisions for that in the app). 

This request to have follower as a view should fix the issue, however as with much of these requests there is no update on weather they have been pushed down the list during other developments. This request has been made for years and I understand it takes time but then to be teased with it being planned but still no eta 1 year later, I loose hope in this feedback system. 

https://support.zendesk.com/hc/en-us/community/posts/4409217546906-Use-Followers-as-VIEW-parameter-conditions