Scott Tynan

Caroline Kello  Excellent explanation, thank you!

+1  Every view should have a search and filter option available. 

Caroline Kello 

Why couldn't you simply set it up so that if when they use entra to sign on if their tenant ID does not perfectly match what is loaded in Zendesk already, that they are limited to end-user role? I may be missing something here but it seems like a fairly simple fix. 

We used the help centre and made articles instead, then the macros just link to the articles. 

Two birds with one stone then as users can find the answers before even submitting the ticket. 

+1 very logical suggestion. 

Summary: We request the addition of a feature that allows end users to select a specific help center form as their "default" form. This default form should be preselected whenever they click to submit a request. Additionally, agents should be able to see and change this default form in the agent workspace. The default form setting should also be usable in triggers and automations to update accordingly based on certain actions. Administrators should have the option to choose if the default form is used for agent-initiated tickets as well.

Description: The proposed feature would provide the following functionalities:

1. Default Form Selection for End Users:
   • End users can select a specific help center form as their default form.
   • Whenever they click to submit a request, the default form is preselected, streamlining the submission process.
2. Visibility and Editability for Agents:
   • Agents can view and change the default form for end users within the agent workspace.
   • This ensures that agents can assist users in selecting the most appropriate form for their needs.
3. Integration with Triggers and Automations:
   • The default form setting should be available for use in triggers and automations.
   • This allows for dynamic updates to the default form based on specific actions or conditions, enhancing workflow automation.
4. Administrator Control for Agent-Initiated Tickets:
   • Administrators should have the option to choose if the default form is used for agent-initiated tickets.
   • This provides flexibility in ensuring that the correct form is used for tickets created by agents on behalf of end users.

Use Case: Our end users often submit requests using specific forms tailored to their needs. Allowing them to set a default form will save time and reduce the likelihood of selecting the wrong form. Additionally, agents need the ability to view and update the default form to provide better support. Integrating this setting with triggers and automations will enable more efficient and responsive workflows. Administrators having control over whether the default form is used for agent-initiated tickets ensures consistency and accuracy in ticket creation.

Community Feedback: This feature request addresses a common need among Zendesk users for a more personalized and efficient support experience. Enhancing the help center with default form selection will improve user satisfaction and streamline the request submission process.

Conclusion: Implementing the ability for end users to select a default form, with visibility and editability for agents, integration with triggers and automations, and administrator control for agent-initiated tickets, will significantly enhance the support experience. We strongly urge Zendesk to consider this feature request to better support its user base.

Since the comments were closed on the previous feedback I have no choice but load a new feedback. 

https://support.zendesk.com/hc/en-us/community/posts/7671327082906-Allow-Sign-in-with-Microsoft-to-work-with-business-accounts

https://support.zendesk.com/hc/en-us/community/posts/9018451078042-Allow-Sign-in-with-Microsoft-to-work-with-business-accounts

In response to Caroline Kello's latest comment, it's great to understand more about the background of this issue and I appreciate the time taken to answer so thoroughly. 

One small suggestion in response. 
Why couldn't you simply set it up so that if when they use entra to sign on if their tenant ID does not perfectly match what is loaded in Zendesk already, that they are limited to end-user role? I may be missing something here but it seems like a fairly simple fix. 

+1 More control in this regard would be very welcome. 

Summary: We request the development of a new Outlook add-in that can be published on our help centers. This add-in would allow end-users to install a version that matches the branding of the help center they downloaded it from. It would enable users to create new tickets, link emails to tickets, and view existing tickets, enhancing their support experience.

Description: The proposed Outlook add-in would provide the following functionalities:

1. Custom Branding:
   • The add-in should match the branding of the help center from which it was downloaded, ensuring a consistent user experience.
2. Create New Tickets:
   • Users can create new tickets from scratch by selecting the appropriate form.
   • The add-in will guide users through the form, ensuring all necessary information is captured.
3. Create Tickets from Emails:
   • Users can create tickets directly from their Outlook email client.
   • The email content will be included as a public comment on the ticket, along with any attachments.
4. View Existing Tickets:
   • Users can view their existing tickets within the add-in, similar to how they would on the help center.
   • This feature will provide transparency and easy access to ticket status and updates.
5. Compatibility with Other Email Clients:
   • Consideration should be given to making versions of the add-in compatible with other email clients, such as Gmail, to cater to a broader user base.

Use Case: Our end-users often need to create support tickets based on emails they receive. Currently, they must manually attach it, copy and paste email content into the help centre or forward it to a support email address, which is time-consuming and prone to errors. Forwarding emails also prevents them from being able to complete the correct form and be prompted for critical information. By providing an Outlook add-in that integrates with their email client, users can create tickets more efficiently and ensure all relevant information is included.

Community Feedback: This feature request addresses a common need among our users for a more streamlined and integrated support experience. Enhancing the add-in to include these functionalities will improve user satisfaction and support efficiency.

Conclusion: Developing a customizable Outlook add-in that allows users to create and manage tickets directly from their email client, and is downloadable from the help center, will significantly enhance the support experience. We strongly urge Zendesk to consider this feature request to better support its user base.

Summary: We request an enhancement to the Zendesk App/Add-on for the Outlook email client to allow users to link emails to existing tickets. This functionality will improve user efficiency, enhance agents' ability to resolve tickets promptly, and ensure transparency of data and communications.

Description: Currently, the Zendesk App/Add-on for Outlook only allows users to create new tickets from emails. However, there are many instances where it is necessary to link incoming emails to existing tickets. This feature is crucial for maintaining a comprehensive and organized record of all communications related to a ticket.

Proposed Solution:

• Link Emails to Existing Tickets: Add functionality to the Zendesk App/Add-on for Outlook that allows users to search for and select existing tickets to link incoming emails. This can be implemented through a search bar or a dropdown menu within the add-on interface.
• User Interface Enhancements: Include an intuitive and user-friendly interface that guides users through the process of linking emails to existing tickets. This could involve a simple "Link to Existing Ticket" button and a search function to find the relevant ticket.
• Example of Best Practice: The Dynamics 365 Add-in for Outlook provides a similar feature, allowing users to associate emails with existing records. Implementing a comparable functionality in the Zendesk App/Add-on for Outlook would greatly benefit users.

Use Case: Our organization frequently receives follow-up emails related to ongoing support tickets. Currently, agents must manually copy and paste email content into existing tickets, which is time-consuming and prone to errors. By enabling the ability to link emails directly to existing tickets, agents can work more efficiently and ensure that all relevant communications are accurately recorded.

Community Feedback: This feature request addresses a common need among Zendesk users who rely on the Outlook email client for managing support tickets. Enhancing the add-on to include this functionality will streamline workflows and improve overall productivity.

Conclusion: Implementing the ability to link emails to existing tickets in the Zendesk App/Add-on for Outlook will significantly enhance user efficiency, improve ticket resolution times, and ensure transparency of data and communications. We strongly urge Zendesk to consider this feature request to better support its user base.