Sample User

Yup, you nailed it, Jodie. We have the same exact issues and it feels like Zendesk is reluctant to do anything (even small things like this on-hold status) to bridge the gap for customers that use Zendesk in a B2B model.

The on-hold status is helpful for agents managing their ticket queues. It is also extremely beneficial for end-users to manage their open tickets so they know what is actively being worked and what is awaiting a 3rd party (dev team) to resolve.

Time and time again, Zendesk creates additional burden on agents by not doing simple things to empower end-users to gain a little more information or have a little more control on their open tickets.

Zendesk is really only beneficial for companies that have a call center. For technology companies that partner with other companies, Zendesk greatly misses the mark. We work daily with clients on open issues, and enhancements to our product through Zendesk and the lack of end-user functionality we are able to provide to these partners is embarrassing. Insight to actual ticket statuses (like on-hold) and the abilty to create a view or export a ticket lists are the obvious must-haves that Zendesk is missing.

Yes, you can create a trigger to allow updates. It's not an ideal workaround, but it does work...

The way we set things up was anytime a particular string of text was entered in a comment, to increase (or decrease) the priority. The text string we chose was a keyword preceded with a number sign/hash (#) - ex: #urgentpriority, #lowpriority

Where this workaround gets clunky is that you need a trigger for every option in a particular field....