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Contributor roles should request tickets with a public reply
Posted Dec 14, 2022
Feature Request Summary:
Contributor roles should be able to request tickets via email with a public reply instead of an private comment (as the limitation of their role).
Description/Use Cases:
When contributor roles inquiring a ticket as requester themselves their comments becomes private. As being in the company they need read-access to tickets (Partner Management e.g.) but they're as well requesting internal tickets, they should become public as a normal end user, so the "normal" support staff can work with it with correct SLAs and automations applied.
Business impact of limitation or missing feature:
As we work with the huge automation potential Zendesk, and its Add-ons has to offer, we're missing out internal requests which are as important as end users requests completely from our radar in terms of the SLA and the reporting beneath it.
We need extra effort now only to have the company onboard on Zendesk (which is very important for our processes!) with their internal requests as well make our lives harder than it must be.
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4 comments
Emily Goucher
Totally agree! We have some users who need to be able to edit Guide articles, so they must be set as Contributors. However, they are, functionally, end-users when it comes to Support, so we would like their tickets to not come in as private comments.
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Shawna James
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
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Reliable Parts Incorporated
We have the same situation, functional end users with contributor access so that they can update articles. Would greatly appreciate their ability to act as employee vs. act as contributor. There are significant workflow differences that create confusion when functional employees are contributors and have to open tickets.
What's the latest on the PM's review of this request?
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Scott Tynan
There are another couple of feature requests trying to address this same issue.
100% agree something needs to be done to fix it.
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