Salesforce Integration – Make ticket view editable from Case record page

Please make the ticket view embedded in the case record page editable like the accounts/opportunities/contacts/leads pages.

We have the ticket view embedded in the Salesforce case record page that enables a window view into the linked Zendesk ticket for the case. The case owner can view all related information in one place without the need to jump multiple apps which is a great plus.

But the ticket view in the case record page is not editable so case owners are unable to update the Zendesk ticket when they need more information. The current workaround is to go back to the accounts page, look up the Zendesk ticket among many and edit or directly from Zendesk. Also with lack of search/additional filters in ticket view, manual look up is cumbersome.

It would be very useful to have the ticket view editable in the case record page like the accounts/leads/opportunities pages so users can communicate directly from Salesforce on the linked Zendesk ticket.