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Product Feedback + Feature Request Post Template
Posted Sep 29, 2023
We have launched a new feedback form for your product feedback and feature requests. This format is meant to help our PM’s get the most information from you to better understand and log your requests. This format will be rolled out at the end of 2023 and will be enforced as a requirement for all new posts to be logged and/or responded to by product managers.
Example:
TITLE: Pizza Order Button
Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)
I would like to be able to order a pizza from my favorite restaurant directly by opening a Z2 ticket. This feature is currently affecting my agents because they are hungry and my customers because they are dealing with hungry and grumpy agents.
What problem do you see this solving? (1-2 sentences)
Agent team is working late and they are hungry, but the ticket queue is too high for any of them to leave and get pizza. This button would allow for a quick click, confirmation, and order without having to leave your desk. Customizable order templates for each employee would also be amazing!
When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)
This problem happens on a daily basis. This is critical for our business as our agents get very hungry which affects their productivity and our customer satisfaction score.
Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)
Yes, my agents have to manually order pizza on their phones using a third party app.
What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)
I would like to see an option to order pizza in the upper right hand corner of my screen, represented by a pizza emoji which, when I click it, will take me directly to an order form for my nearest pizza shop. It would be great if the system could remember my previous order and use that data to speed up the ordering process.
4
11 comments
Sydney Neubauer
Is it possible to have this load on every feedback post so that we don't need to copy and paste this into our new posts? It would reduce the amount of times we don't use it
9
Shawna James
Thanks for the feedback Sydney! Great minds here... we are working with our awesome IT team to get this form auto populated in the "new post" in our feedback forums. Looking to have this delivered in the coming months.
2
Sydney Neubauer
Oh Awesome! That sounds like a great feature!
1
Efrat Barak Zadok
Hi, I have a related ticket app in my side panel of my tickets and I would like to have a way to see latest comment on the view of the related ticket?
So next to the status - I will also be able to latest comment on that child ticket.
0
Brett Bowser
Hey Efrat Barak Zadok, thanks for your question! I'm going to create a ticket on your behalf so our Customer Care team can look into this with you. You'll receive an email shortly stating your ticket has been created.
Thanks!
0
Vaibhav Shetty
Hi is there any way we can block the ticket creation in Zendesk using Keywords can you please add this functionality
1
Shawna James
0
Lorena
Hello,
Our ticket system is becoming too large. Could you modify the system so that after ID 99999, it restarts at 1000 but with an integrated letter to keep the IDs unique?
For example:
Thank you for your support!
0
Shawna James
0
Artūras Mazolis
Hi Shawna, I'm a little bit confused as to where should I send / post this feature request using your template? Should I just post it here as comment and submit it? or…?
0
Shawna James
0