Release Notes Through 2202-06-18

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  • Scott Burnham

    How about fixing the ability to sort our tickets by subject....

  • Chris Fassano

    Scott Burnham - what's the use case for sorting tickets alphabetically by subject?

  • Heather Rommel
    Community Moderator
    Zendesk Luminary
    The Product Manager Whisperer - 2021

    Chris Fassano,

    You might find the comments on this post helpful... There are a LOT of people with this request. 

  • Scott Burnham

    Chris Fassano 
    These are our subjects:

    We use a combination of automation and practices to visually organize out tickets. 
    Thank you for attending this TED talk. 

  • Chris Fassano

    Scott Burnham - Not sure why you're being so snippy. If you want a product team to understand why a change is negatively impacting you then you'll need to communicate why it's a problem. Not just "it's a problem". 

    Is your screenshot from a user profile or a ticket view? Sorting via subject is being removed from the user profile. Not ticket views.

  • Scott Burnham

    Chris Fassano why start an argument though? Also not being snippy, just answering your questions from multiple threads on the same subject. (unless that was a snipping tool joke, then yes, getting 100% snippy on here) 

    Users/administrators state a problem with the development, then there is a problem..
    The why isn't relevant for anything other than debating against the user's preferences, and not resolving the problem. 

    The specific view is also irrelevant to you, especially if you don't know, and are not affected by it's removal, or are instrumental in correcting it Chris. The developers know where it was removed from, and hopefully they now know that it is being received quite poorly by the people who pay them... If you are a developer, your attitude explains why the company will lose a lot of money soon. 

  • Dave Dyson

    Hi Chris Fassano & Scott Burnham -

    I'd like to gently remind you both of our Zendesk Community Code of Conduct – your frank feedback is absolutely welcome, and if you're frustrated then please direct that at us, not at your fellow customers, but please do keep in mind the tenets of the code of conduct. I can't speak for the product team in this issue, but as Heather mentioned above, you're certainly not alone in your frustration on this, and the thread she linked to is a good place to share your use cases.

    Thanks for your understanding.


  • Scott Burnham

    I have been quite civil; comparatively. As you can see, these recent changes are not quite being received as your team had anticipated... Zero fanfare. Zero praise. Just salt... Soo much salt. 

  • ETEG

    About "Intermittent occurrence of messaging tickets in the open/pending/on-hold/solved states not reopening when a visitor next chats" (chat and messaging).
    Chat tickets (whatsapp, in this case) are changing to "open", regardless of what status they were previously. Tickets with "new" status are changing to "open" after a new message sent by the end user, even with no one assigned. Suggestion: Couldn't you do a validation, that in case the status is "new", it doesn't change to "open"? This is causing some confusion for some Zendesk customers, as tickets stay "open" even though no one has started dealing with the end user.

  • Dane
    Zendesk Engineering
    Hi ETEG,
    Due to the nature of your concern, I'll create a ticket for you. Please wait for my update via email and let's continue from there.

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