M. A.

I just like to know, what features is Zendesk adding if they are not doing this important feature?

I can easily create a top 10 list after 15 min of going through the software. What does it take to get a request into Zendesk? and what is the product management team working on for the past year?

It looks like customers priorities are different from Zendesk's product management priorities! Why the disconnect?

My own customers have issues with the ticket reporting tool (Zendesk) but not with our product itself.

Clearly allowing customers to see the "on-hold" status is very important to the Zendesk customers as stated above. BUT, the response I keep hearing from Zendesk is that "This isn't something on the roadmap at this time" and "We don't have any immediate plans to change this"!!! This is the same response I get for all other requests such as allowing our customers to query and filter their logged tickets in a nice way!
When I asked what is Zendesk working on since none of these requests are planned, the response I got that they cannot share this information!!

Do you all feel the frustration? Do you see the red flag?

When a customer ticket is waiting for an internal fix, it goes to an "On-Hold" status. When customers view their open tickets, this ticket shows as "Open", even if they click on the ticket, it still shows as open. When do we get the requests view customization? I would like to be able to show the status to customers and allow them to query by it. 

Also, is there a list of recent features that came out or features that are in the pipeline?

 

Thanks

I am seeing that for the past 3+ years customers have been begging for the most simple basic feature (that should be expected in V1) and that is adding the "priority" column to the requests search. Why has that request been so ignored by Zendesk for so many years?  It is a very simple addition, it should be expected.

If an End-User manager goes to "Organization requests" to get a report and review open tickets from his/her org, they get a very basic report (reminds me of MS. Access), you cannot do much with it, you cannot filter or sort by anything except for "Last Activity", a very important piece is missing and that is "Priority", the report is almost useless!!! This is a very simple fix (yes, fix not an enhancement) that should have been done years ago. How did Zendesk think that this useless report is OK? Customers are frustrated.

Not to mention that we should be able to use tags, etc... in the search itself. But if you cannot search by priority, good luck seeing tags.