Abigail Iliesi

I've already posted a comment and created a community post about this issue, but I want to add to this thread as well for visibility's sake.

It'd be great if an upcoming beta could provide us with the ability to specifically reference Followers within Triggers, Automations, Views, Macros, etc. The following features would be immensely useful:

• A Followers type/condition within Triggers
• An Email user > (followers) action within Triggers
• An Email user > (CC's) action within Triggers
• A Ticket: Follower condition within Views
• A Ticket: Follower condition within Automations
• A Follower action within Macros (with a drop-down menu similar to Assignee)
• A few ticket.follower placeholders within the comment/description action in Macros
• More customization options in regard to Follower email notifications (Settings >Tickets > CCs and Followers)

The fact that active followers only receive notifications when ticket updates occur has caused major disruption to our workflow. Ideally I'd like agents to be notified every time they're manually added as a follower or @mentioned in a ticket, regardless if a ticket is updated. At the moment, I have little to no recourse because I'm unable to specifically reference Followers within Triggers, Automations, Views, Macros, etc.  

It'd be great if an upcoming beta could provide us with:

• A Followers type/condition within Triggers
• An Email user > (followers) action within Triggers
• An Email user > (CC's) action within Triggers
• A Ticket: Follower condition within Views
• A Ticket: Follower condition within Automations
• A Follower action within Macros (with a drop-down menu similar to Assignee)
• A few ticket.follower placeholders within the comment/description action in Macros
• More customization options in regard to Follower email notifications (Settings >Tickets > CCs and Followers)

The company I work for is interested in adding Zendesk's Web Widget to their official website. Being an extremely security-conscious company, however, I cannot move forward with the Web Widget installation until CAPTCHA verification is required for users to successfully submit a form through the Web Widget.

I have enabled the Require CAPTCHA setting (Admin home > Settings > Customers > Settings > Require CAPTCHA), but this setting only applies to the Submit a request Help Center platform. I need this setting to also apply to any forms submitted through the Web Widget's Leave a message platform. 

I've included some screenshots relevant to this issue directly below.

 

☆ Current ticket submission and CAPTCHA settings (Admin home > Settings > Customers > Settings)

 

☆ Current Help Center view of Submit a request and Leave us a message platforms

 

☆ Desired Help Center view of Submit a request and Leave us a message platforms

What are the most important use cases for this? For my company, 1 and 2. But 3 is valid as well. 

It's disappointing to see that the Zendesk community has been consistently asking for this feature for over 5 years now, only to be brushed off year after year. I wonder how many Zendesk customers are frustrated by this issue but simply haven't registered with Zendesk client support to voice their concerns. 

@Benjamin wrote that a solution was in the works 11 months ago, and then 5 months ago @Nicole wrote that the product team hasn't picked it up and that there are no updates. 

Zendesk is self-admittedly aware of this request, and they understand the need thanks to years of customer feedback... so, can we expect a solution in the near future? Please post an update as soon as possible.