Pascal Turmel

Same issue here - We are no longer using Zendesk Talk (How to disable it to prevent those message upon first login in the morning?)

Pretty basic feature. A Customer should be able to self serve and update the priority of a ticket simply by toggling the field in the Zendesk Portal as opposed to add a comment to request someone to do so...

+ 1 - Taken the lack of other "Status" to differentiate say a defect from a normal incident, I thought a solution via displaying a custom field indicating the type of issue faced would help, but the inability to do so is very restrictive indeed

+1 - Same as Everyone. We want to leverage the "On Hold" Status to differentiate other open with Support vs. on Hold pending R&D / Engineering. Since there is no Zendesk functionality to add Custom Status, this is the only option to make this clear to our Customers about the difference in the status of their cases. What is the roadmap / timeline to have this option changed or provide either option to show it as Open or Show it like Agent view ? Can this be customized through any JavaScript? Thanks