Nicole,

It does not seem to make a difference where these comments are made. For example...

https://support.zendesk.com/hc/en-us/community/posts/203432316-Allow-end-users-to-update-fields-after-ticket-is-created?page=1#comments

This post in feedback on support was opened in 2012. It took 6 years for someone from ZD to comment which happened to be you and it was only to respond to someone asking how to raise visibility for the issue because there was no response from ZD. After you posted, users responded and a year later (two years ago) you responded stating that the support product team was still gathering use cases and votes and looking into improvements. Users have continued to respond. No response from ZD regarding the issue. So what is the point?

You are redirecting us to the "Views Limitation" in forums. I looked at it. You made a commend a year ago that you did not have any new information to share at the moment. Users have been posting there too. No response from ZD.

It think the problem here is that ZD is going to wait until that topic hits some magical number of up votes or comments before bothering to address it and that is just not going to happen if is clear that no one is listening. Why bother adding an up vote or a comment to a topic that was not addressed for 5 years or even a year? I mean, what is the timeline at ZD for handling user requests? Is it years? How many years? What is the expectation we should have for a feature request to be addressed?

In 2018, a user asked a related question to the 2012 topic and the ZD response (Answered) in Support Q&A, (in the link below), was to direct them to the above post from 2012 and to comment/up vote it. They never did. I can only assume the reason is similar to my experience. You have a problem, discover a topic describing your exact issue but see that it has been open for 6 years so why bother. You are obviously not going to get an answer or solution any time soon. It is just a huge failure in customer service by design which is ironic considering what ZD does.

I really don't understand the reason why ZD leaves these topics open for 10 years. When a new topic is opened you should respond quickly (same day) flushing out details of the request, asking for more information, more users to respond, and that you want to assess the interest in the request. Then give it a 90 day period for evaluation. If after that 90 day period there is either not enough interest, the issue is not technically feasible or it is not going to be done for some other reason, state it and archive the topic so people have their answer. Why? Because after 90 days it is dead anyway. After 90 days people who have the issue will either move on to another product, find a workaround or give up on that feature. If you asses the feature and commit to implementing it they may wait a year or two for that to happen.

If you did that I think your forum activity would increase and you would have better feedback from your customers and a better end product. If customers don't think your listening they are not going to bother to post and you loose a valuable resource that your company needs to grow and meet the needs of your customers.

https://support.zendesk.com/hc/en-us/community/posts/360000837927-Insert-Custom-Ticket-Field-into-Public-reply-for-end-user-to-edit

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