Benjamin Keyser

Thanks for that vote! The internal departmental use case is a really important one for Zendesk, and we're actively working on providing a better solution. We're currently in the process of identifying how to create a robust solution, and I'll come back to you here with more as the solution comes to light. 

Thanks very much for the feedback. We've been discussing the possibility of migrating the email templates into our theming center, which would then enable them to be customised.

As some of you may know, we ran an EAP for customised HC page templates where we're adding more levels and more options for customising themes... including out of the box toggles for adding or removing page components. Once that functionality is released to all, we can get back to thinking about what's next for the theming center... and email templates are back on the radar again thanks to this discussion!

Hello, I'm Benjamin, and I work in the Product team for Guide.

We currently don't have a feature planned on our roadmap that would support the Agent as User functionality being discussed here. However, this type of functionality is something we do get requests about...

What are the most important use cases for this? ...  your feedback would be appreciated!

1. Internal department wants to get tickets from employees who are agents

2. Testing and training 

3. Logging tickets on behalf of end users