My Activities Customer View Improvements
Zendesk has made a very nice interface for the Agents but are currently lacking a bit for the Customers. In the "My Activities" section, we must have the following improvements for the customer to become self-sufficient as much as possible.
1.) Ability to Export tickets through PDF or Excel, or any other type so that they can manipulate the data any which way they want. In addition, this creates a huge undertaking for the Agents since they would have to be scheduling reports for them to get them and then forward these reports to the clients.
This creates a huge problem when we are constantly trying to improve our SLA's.
1b.) Customer Dashboard would be awesome; the ability to create different queries and have ability to export or simply attach to dashboard would be a nice feature to have and as stated previously a necessary one.
2.) Ability to be able to filter by a Custom Field. i.e. Environment
We have tickets being created by Environment. Currently they are all showing in the same place and it becomes very convoluted. If we have the ability to filter or Sort by the Custom Field, then at least they would all be organized by that field.
3.) Assignment (system value) - currently you do not have the ability to display this field in the customer detail or anywhere. We would like to display this for them to know who their agent/group the ticket is assigned to.
4.) All Triggered Email, currently the customer gets an Email that was created through the trigger. This email is not copied into the ticket comments/description for the Customer to see this.
Our customers get million of emails and they are not up to date with all received daily; therefore, having it in the ticket provides them with the ability to know that the ticket was acknowledged and/or Solved and have XX Days to review before it is automatically closed.
Trigger Emails for Customer Acknowledgement, Agent Assignment, Solved and have XX Days to review.
At a minimum, you can create an Events view-able by the clients that would have these triggers shown to them since they were meant for them to see.
Thanks,
Yami
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yes yes yes!
+1000000000000
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Totally agree. ALL of these items would greatly impact our operation in a positive way. It's actually shocking to see that these features that have been requested for years have not made it into any updates.
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FYI point 3 is already possible... I have it in my ticket view already.
I do believe a difference should be made between B2B and B2C tickets. B2C does not need all this and you want to keep it as simple as possible.
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Hi Mirjam,
I under the assumption for Point 3, you mean you added code to display. I was referring to providing us the option to display in the My Activities as part of the fields. I currently display it in the detail since it is the only option i have available.
I slightly disagree about B2C; I as a consumer would like to see all the information up front; rather than clicking to get the detail right? But if there is a distinction between the two, then we should have the option to chose, don't you agree?
Thanks for your input!
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Hi Yamile,
I understand what you mean now when you say you would like the assignee in the list of requests not the individual request.
I'm not sure a consumer really needs this as they generally just have one or 2 tickets open at a time. My experience is that they tend to click the link to the ticket in the confirmation email to go directly to the ticket itself. I guess it all depends on your workflow.
Long story short, having the choice to display it or not would be great. Then we all can decide what is best for our situation.
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Not sure why the moderator or ZD rep won't comment on this lately. I see too many comments like, "I've talked to the product team and this currently isn't on the roadmap. Remember, you can use the API here's the link to our API documentation..."
I think the thread is several years old and nothing has been improved on this front. It would be nice to know if there's even any consideration at all for these features. Or, at least, what happens to these requests.
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Hi Nicole,
This thread isn't years old, but this one is: https://support.zendesk.com/hc/en-us/community/posts/203447706-Enable-custom-ticket-field-columns-to-be-added-to-the-request-table-in-Help-Center-my-activities-page
The content in this thread could easily be found in the above link or vice versa. It's dealing with the same issues - customizing ZD to work the way your customers do.
It's just tough to know that even though you can't speak publicly about projects in the pipeline there's zero feedback other than canned answers. I can respect the fact that you can't get into details when talking about current projects, but I can't tell you how many times I've been searching for answers and hit a dead end with one of those canned answers..."Our API can do that..."
The API is great and we use it all the time. But, sometimes the effort and time involved to create something that's so simple is too much; like this particular thread. The link referenced above is a prime example of something simple that should be a default option. Granted, I don't know the hierarchy of requests and where these fall in that hierarchy, but it seems like a pretty common request.
Maybe it's time for some type of voting system or a feature request page that has legitimate traction. At least there, things would be ranked (by customers not Zendesk) and people would be aware of what other customers want. This way it's clear that it's customer driven and not Zendesk driven and would be a great benefit to Zendesk because you could do what the customers actually want.
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Hey All,
First off, I wanted to thank all the people who post the questions, answers, tips, and tricks. The information I gathered from the community was like gold and so helpful along the way.
So, after a disappointing and frustrating stretch of trying to customize the requests list page, here is my two cents on the issue.
All I wanted to do was add the group a ticket was with, who it was assigned to, and make the drop-down menus multiselectable. I was disappointed to learn that none of that was available as an available customization and that what was possible needed the duplication of data to custom fields paired with extra API calls, Javascript and a lot of head scratching. Not being able to do simple things listed above without having to make a patched together workaround is simply frustrating.
This is just another disappointing roadblock in the customizability of what could be and should be a great feature to help keep the lines of communication open. It is a touch baffling that you would have such a useful tool in a system that is generally pretty customizable, yet the portal/request list page (which in my opinion should be the most customizable) is devoid of any real/tangible customization. In my particular case, letting the end user see what group and assignee their ticket is with is very important to the direction we are headed as a company in regard to communication with our users. Things like using a templating language to make the code cleaner was a great idea, basing it off a language that is super customizable like handlebars and then stripping away all the customizability is not cool. I understand the statement of "We can't let users run their customized code on our servers", this is a legitimate concern. My argument is that it doesn't have to be one way or the other, you can't tell me that there is not a great compromise in the middle of that void that we can all live with. Now, I know I have just a high-level understanding of all the problems associated with this issue, along with the fact that I am one of the users wanting more options for customization. Not to forget the thousands of hours of meetings discussing the best roadmaps for software and not truly knowing what users are going need or think the need, or how they want to use the product (which may or may not line up with your vision for your own product). I guess I just feel like the compromise would be easier than not having the customizable options. My apologies for the rant, I will step down from my soapbox now 😉.
Thanks,
Jason Fouchier
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Hi D -
As stated in the product feedback guidelines, we do read everything, but we can't comment on all of it.
This thread was initiated last month, so I'm not certain what you're referring to about it being several years old.
As far as what happens to the requests, our Voice of the Customer team reads through them and aggregates the requests into stories that they share with the product managers when they go through their quarterly roadmap planning. They look for themes around the types of issues that users are having, and the ones that have the highest engagement and greatest number of requests get prioritized.
The product teams take those stories into consideration alongside other factors including new innovations they're working toward, market factors, what else is in the pipeline already, the technical lift of certain improvements, etc. and set a couple of projects for development in that quarter.
They work through the process of exploration and planning, and we share updates with the community as we receive them. However, because this is a public forum, we can rarely share updates in the early stages of development, so there can be a significant lag between when something is posted in the community and when we have something we're allowed to share with the public. Typically, by the time we're able to speak to it, it's in or near the point of being in a beta.
So to answer your question, yes, there is consideration of these features. You're right that they're often not on the roadmap at the time someone requests an update, and so all we can say is that it's not currently being worked on and offer any workarounds or recommendations we have. But that doesn't mean they aren't being considered or won't ever be added to a roadmap. Just that it's not on the roadmap at that particular point in time. We do deeply value our customers' feedback, and your contributions, ideas, and comments frequently result in product improvements and enhancements.
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