Martha De La Paz Castro

I love the new addition to the Macros. My team would also like to see different shared of colors to highlight text. It is currently dark colors that make the dark text difficult to read. 

Related to this Feature Request.

Feature Request Summary: 

Allow agents to set up Macros, Triggers, and Automation to add/change requesters and/or cc users. 

Description/Use Cases: 

This would eliminate the use of light agents for our team and would give more functionality to all of our users in our school district. We utilize the Light agent feature but it is limiting their ability to update users that are not agents.

The business impact of limitations or missing features:

Notices from the principal are being missed by the requester since they were internal notes. Tickets are being missed in the system since the response is only internal.

Other necessary information or resources:

This would eliminate our need to use Light Agents in our system and allow a cleaner workflow for multiple systems. 

Feature Request Summary: 

Allow Light Agents to be cc'd as a Customer, see all previous comments in a ticket, and respond as an agent via Public response.

Description/Use Cases: 

We have several specific forms used for processes that would help have this feature. For example:

1. The district utilizes Zendesk for a public Incident Request form for Bullying, harassment, etc... This form is then sent to a shared email Support Agent but also adds the principals and Associate principals as light agents for notification and processing. If another teacher, parent, or student is cc'd on the ticket, the principal needs to notify them of their progress.

The business impact of limitations or missing features:

Notices from the principal are being missed by the requester since they were internal notes. Tickets are being missed in the system since the response is only internal.

Other necessary information or resources:

An alternative would be to allow Triggers, Automation, and Macros to add specific users as cc or requester.

Related but different: https://support.zendesk.com/hc/en-us/community/posts/4408868235802-Allow-light-agents-to-make-public-comments-on-their-requested-tickets?input_string=Feature%20Request%3A%20Allow%20Lights%20Agents%20to%20be%20CC%27d%20as%20regular%20users

We need this feature as well. It would not be ideal for our light agents to have to email the support email since they have different forms dedicated to different requests.

Feature Request Summary: 

We would like to have separate methods of end-user sign-ins for each brand. 

Description/Use Cases: 

Allows our employees to log in with SSO in our district's intranet. We also have a public site that allows anonymous ticket submission, but they cannot log in and check their ticket status because it prompts the SSO instead of the Zendesk login. 

The business impact of limitations or missing features:

We have enabled the SSO and Zendesk login for all of our Zendesk, but now employees are confused because they do not log in with Zendesk, they log in with the SSO, and the end-user will not be able to log in with the SSO. Unfortunately, our end-users will get discouraged to enter a ticket which will slow down workflow of tickets coming into the system. 

Other necessary information or resources:

We need the ability to customize the login options based on Brands to avoid confusion and maximize the workflow of tickets.

Yes! The ability to pre-fill fields would be a huge time saver for our use case. We often have duplicate requests that have similar text box fields that begin with a certain set of letters/numbers. For example, all of our iPad Barcodes begin with XVSD3700.... - This way the agent just fills in the last numbers and can later be copied and pasted to use in our systems.