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Missing Functionality



Posted May 20, 2024

  1. From what I remember, the non-MCE version had a notification confirming that my in-progress messages were being saved as drafts, which is really helpful and necessary.  Please bring this back.
     
  2. Additionally, there was a confirmation prior to submitting a public reply.  I can see how some people might find that annoying, so maybe it should be a preference, but it was helpful having that final check to confirm that a public response was about to go out.  Please add this back in some way.
     
  3. Another related idea is the ability to UNDO a reply, which is a standard action in Gmail and all email applications now.  This is a setting with options such as 5, 10, 20, or 30 second delays in the actual sending of all messages so that you can retract it if you accidentally pushed the send button or realize something shortly after hitting it.
     
  4. Our customer requests are 100% via the Zendesk webform and email.  We need all of the IP address info in the Context Panel that Chat/Message channels provide.
     
  5. Additionally, we need read receipts for when a user either reads our email or views our reply on our website.  This should not just be available for non-email channels.

Thank you!


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4 comments

Some good ideas here.


1. I've never noticed this one but do see it being useful

2. This is still there and is called ‘draft mode’

3. Love this idea and would 1+ it any day - configurable at the user level not global

4. Useful for sure

5. This technically might a tough one for email as you'd need a pixel to fire back (like HubSpot does it) - which a lot of ppl are blocking by default. Web form would be fine so I love the idea.

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2.  Ahh, yup, wasn't aware I previously had “draft mode” on, but that was it.  Thanks!

 

5.  We use pixel tracking in other applications, and have found it to be 95% reliable.  Like you said, some people have images blocked by default in emails, but it's better than nothing.  And, yes, if users check their ticket activity by logging into our website, then they can't block that confirmation, so it should be easy to register.

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I would love to see these items implemented - in particular, 3, 4 and 5. 

3 seems like it would go down really well with the Agents. I know I would be lost without this functionality in my email, so having it in Zendesk would be a net win. 

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+1 from my side for 3 and 5 as well! Looking forward to it!

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