Help Zendesk shape the future of our UI Customization initiative

Hi, 

I would love to the Zendesk Support layout screen. I would like to propose the following:

dark mode

in an effort to maximize screen efficient and usage, I suggest squeezing some icons closer together. For instance the ‘Reminders’ area to change the timing is too far out to the right resulting in having to expand the vertical scroll line too far to the left just to see and modify the date, time of the set Reminder. (see attached photo). I suggest moving the little ‘modify’ icon circled in red further to the left just to the right of the Time to then allow to use the vertical line used to resize the widget. 

second thing is the ability to be able to ‘lock’ the vertical resize bars….

Tickets that have new replies should be bolded and tickets that have been opened should be unbolded. At the moment, it is difficult to tell whether a client has responded or if the preview message is from myself at first glance. The pending vs open icon is not helpful when dealing with a large amount of tickets. 

Hi there, mine is simple.  I'd love to see a dark mode option.  This is one of the few white backgrounds I still have  :) 

Hi 1263082268909 

great initiative!!

I just posted a new topic, which actually falls exactly into yours :)

https://support.zendesk.com/hc/en-us/community/posts/7044649007386-Function-to-collaps-expand-ticket-comments-in-support

For questions, examples, cases, etc. feel free to contact me.

Regards

Stefan

In the Intelligence section the (suggested) macro's recently changed to be collapsed instead of expanded, so you can take in all the information and followup properly without "unnecessary" clicks. The macro's used to be directly visible when opening the ticket or opening the intelligence section (instead of being collapsed and only visible when clicking this tab open).

Is this a temporary change to facilitate some other changes/configurability later on? If not, this isn't a change for the better (even in the meanwhile, remembering the previous state of the suggested macro's to be collapsed or expanded would help speed up the agent).

Hello, 

I believe two features will be helpful:

1) Allow admins or agents to be able to unthread an email from the ticket and generate for another ticket. 
2) Create sub-tickets within a larger ticket and ability to assign sub-tickets to different agents.

+1 to the above - adding in the features we would love to see

1. You should be able to customize what the ticket tab states
2. Able to drag the tabs around into any order (organization)
3. Able to bulk open/close tickets
4. Easy ability to display multiple tickets side by side (comparison for troubleshooting, copying text etc)
5. Have ticket fields have Tool Tips (when you hover you can see Agent direction)
6. Ability to have custom wording for Agent fields - you can choose the wording for end-users, we would like same for Agents as the fields have specific naming convention but it may make no sense to Agents that use the fields
7. Layouts is great but it may vary on a per agent basis - if they can drag and drop sections of the ticket layout around and save it for themselves, it can help their efficiency
8. Ability to see ticket events for particular posts without it reseting the scroll bar - right now, when you go to events it makes you go to the very first comment but sometimes I need to see the events related with a single comment within the thread and I need to scroll again (usually I am already at the comment) to find it

Hey,

thanks for the initiative!

It would be very nice to have a more clear and ordered workspace.

So maybe you could reduce the size of the top- and bottomfields where i could only the the Ticket ID, a few unrelevant fields and on the bottom the macro and submit field.

I think this should be included in the textfield, because it is an waste of space and is needed directly to the textfield.

Thanks!

Hi,

I am going to reiterate a couple of comments already in this thread:

• More control over Ticket Fields - the ability to make them read-only or make read-only by Group. The ability to add more complex restrictions on how Fields are displayed, such as only displaying certain Ticket Fields to certain groups.
  
  All functionality should be available via a native UI, ideally the already pretty great UI for managing Ticket Form conditions.
  
  
• Ticket Tabs - ability to move these around as an Agent. As an Admin, control the data shown / add identifiers for high priority tickets or tickets with upcoming SLA breaches.

A big one I would love to see is the ability to group fields on a Ticket Form and potentially allow these to be collapsible. For example, have a set of Fields called 'Customer Data' which would be populated automatically and 'Triaging Data' which would showcase fields that a Support Agent would be required to fill in.

Then allow these groups to be required / read-only / optional / invisible depending on the Group you are part of.