Mark de Leeuw

We are facing the same issue as John Watts quoted above: The field having the '-' value as a valid response for Zendesk purposes really messes up our workflows and enables our customers to submit tickets without information that we need. Sending an email back asking them to fill in the field afterwards is a no-go for us. Is there an ETA for Zendesk to improve this, since it feels like this is a key feature that is no longer working as intended? 

Would love to see this added: Just like Jason we have big teams working in shifts and they are not always assigned to chats duties. Additionally, each time a teamlead or admin logs in they need to click away the notice. Would love to see a fix for this! 

Feature Request Summary: 

When receiving messaging conversations via Whatsapp (and IG ect) it's currently impossible to select the first message that the customer sends to the company when opening a side conversation. When you want to escalate a customer complaint or something similar within the organisation through a side conversation, you have to copy/paste it. 

Description/Use Cases: 

Allow for first messages (before the conversation in messaging is fully initiated) to also be selectable in the Side Conversation tool. This allows for sharing the entire conversation with the customer if applicable rather than just the follow up messages after the conversation has started. 

Business impact of limitation or missing feature:

Saves time: We now have to copy paste the first message each time we need to share it. 

Just wanted to give an option for the Admin Center. I don't mind the new Admin Center all that much, although it does make the process of making changes and quickly checking / testing them a bit less intuitive and easy to do. I think I'll get over that.

However, I still find myself clicking the cog in support often, and every time I get frustrated that it leads me to a (essentially) dead page. Would it be an idea to either have the cog open the admin center straight away, or alternatively present a very clear option to take me to the admin center directly? 

Hi Scott, thanks for weighing in on this. That would be fine for me, yes. Agents set their profile to match their own spoken language. So if it's a french agent, they'd set their profile to french and also see the macro titles in french. Let me know if I can elaborate further? 

+1 for this. Can't really believe that this has never been implemented before actually, it seems like a no-brainer. 

Hi Sean,

Thank you for this, I appreciate the feedback. Should be fine for now then! 

Feature Request Summary: 

I would like to see the Zendesk Slack app (used for side conversations) to be updated to meet the new standards in converting HTTP Targets to Webhooks before the depreciation of the HTTP target feature.

Description/Use Cases: 

Multiple of our clients use the Slack Integration to use the side conversation feature in their Slack environment. With the upcoming changes I'd like to make sure that the feature is not lost or deactivated. 

Business impact of limitation or missing feature:

It's a critical feature for the workflow, where side conversations are used to get input on cases. 

I have to agree with Samuel here: I just created a new field that is going to be the new way for us to register all our contacts and distribute the info throughout the organization. Since this is a multi-layer dropdown I want to prepare some work for the reports that we'll need to send later. I do not want to submit dummy tickets for 50+ fields just so I have the data to create the groups ect. 

Would love to hear if there are any planned changes to this for the future?