Matt Picio

Agreed.  We have a number of instances where GoodData reports multiple tags as separate categories in a given report - and sometimes have to go through extensive contortions with our reporting in order to get them to display properly.

I understand Zendesk's reticence about allowing modification of closed tickets, but that's a major issue for quite a number of your customers which needs to be addressed in some manner.  Perhaps an improved audit log.

Right now, it's impossible to add tags or replace them (making it impractical to extend reporting to legacy tickets when new tags are added or old ones deprecated/replaced), impossible to add CCs to closed tickets (meaning end user customers have zero visibility into historical tickets - and when tickets belong to an org and the submitter no longer works for that Organization - zero visibility into that ticket for the org), and impossible to add any metadata which might aid in future search.  These are not trivial deficiencies in the product and make it VERY DIFFICULT to use Zendesk effectively in the Enterprise sphere.

+1 to Ben's remarks.  I reported this nearly 9 months ago, and it's been 2 months since we heard "we're thinking about it, but I'll keep this thread updated".  Now that we're actually on the new interface, this lack of customization is becoming a real problem.  At the VERY LEAST, we should be allowed to choose which view is displayed as the "default" screen.  Given the large variation in use cases among Zendesk's user base, including the Enterprise customers, we'd strongly suggest that it's a feature Zendesk should prioritize.

Is Zendesk looking at all at adding additional customizability to the dashboard?  It's been over 6 months since I originally posted, and we're looking at finally making the transition permanent, but we'd really like to be able to define an initial sort order and other changes.  It's great that Zendesk added the ticket number, but things like column widths still can't be changed.

I can understand why you can't remove tags - everything in Zendesk and GoodData is oriented around tags in some fashion, and most of our reports depend on them.  That said, it would be great to have an option in the admin settings which would allow tags to be A: unmodifiable, B: able to be added, or C: able to be edited/removed.  I agree 100% with not being able to modify the details of a ticket after it's been closed, but tags are metadata and have uses outside of the life of the ticket.

+1 on adding tags to closed tickets.  Since a closed ticket is otherwise unmodifiable, I don't see how that would be a problem.  We could definitely use this to identify and track closed tickets.

In the new Zendesk Interface, the dashboard by default displays a "Tickets Requiring Your Attention" view. (I realize this is not a "view" in the Zendesk-defined sense)  This way of looking at tickets is not customizable - the fields displayed cannot be altered, the column widths cannot be changed, and there's no way to "anchor" alternate views on the left side where the existing icons (for dashboard, reporting, settings, etc) reside.  Those are features we consider vital in order for us to use the Lotus interface.  The most glaring omission on the default dashboard is the absence of the ticket number.  It would be great if Zendesk started by making that change, and then making the dashboard customizable so that it has real value to those users who need a different dataset than Zendesk has provided by default.

Hi Erin,

The form you linked is no longer accepting submissions.  What is the status of that feature?  Does Zendesk plan to implement it, or were the results of that beta unfavorable?