Sunee Lewitzky

Nicole, while I too, would love to see the ability to erase tags, I praise you for your well poised "prioritizing" response above and am totally stealing it to use with some of our own customers. Very well said and really good points on prioritizing customer product feature asks.

Hey @Wes. Thanks for this tutorial! I have a quick question. We only offer our product via our mobile (IOS) app, and so that is where most of our customer base views help articles. We are starting to put videos in the articles and have been hosting them on Youtube, but I am looking for an unbranded solution.

From what I can remember, HTML videos will not play on IOS unless they are in an iFrame, is that correct? (Because there is no flash player)

If so, do you have any other suggestions for embedding videos that do not require HTML and will be mobile friendly?

Ok, maybe we can do a Facebook campaign and ask other Zendesk users if they'd be willing to "upvote" this feature, because I have heard complaints about it personally from many Zendesk users that I know. Some people just don't bother offering feedback suggestions because they don't have time or expect that nothing will change.

I would like to vote on this request to be able to delete tags not used from showing as an option in the drop down when typing into the field. This is extremely confusing for agents in training, for instance, if the admin created a tag such as bump_1 and decided that the tag bump1 would be better (faster to type). New agents in training to use Zendesk and our processes get stuck and can't remember which one they are supposed to use. It would be great to offer admins a bit more room for error and the ability to remove old tags, unused tags from even showing as an option when agents begin typing a tag in the tag field. This is very basic logic and is available with other less advanced/robust CRM's that I've used in the past, such as Desk.com. A leader in CRM software such as Zendesk should be able to offer this as an option. Especially when their customers have been loudly requesting this feature for going on 5 years.  (This thread alone is over 4 years old and still no change and I confirmed with a Zendesk agent today that this is not in their product roadmap).