Ben Wilcox

1. Community
2. Feedback - Ticketing System (Support)
3. Allow Light Agents to Submit CSAT Surveys

It could be there is another duplicate feature request for this which is why there are no comments on this feature request yet, but if there's not, I'm happy to offer some to get the ball rolling! ...

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• Ben Wilcox
• Created March 24, 2023 17:27
• 1 vote

1. Community
2. Feedback - Voice (Talk)
3. Zendesk Voice: New call notification through speakers, call through headset

So we're over 10 years from when this was requested and there were promised responses.  Can we get an update to where this is on the roadmap?  Is it on 2023's, for example?  Would love to see this.

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• Ben Wilcox
• Created February 16, 2023 18:08
• 3 votes

1. Community
2. Feedback - Ticketing System (Support)
3. New Multi-Select Field and Conditional Fields App

Apologies if there's another thread for this, but what I'm looking to do is have a multi-select field where the condition (or is there a way to do this with some other kind of business rule?) that ...

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• Ben Wilcox
• Created January 24, 2023 22:14
• 1 vote

1. Community
2. Feedback - Ticketing System (Support)
3. views should include the condition "subject"

This is pretty insane to me, as a former ServiceNow admin.  Other tools let us sort views based on subject, caller, etc.  Why on earth would Zendesk make the decision to remove the ability to sort ...

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• Ben Wilcox
• Created December 20, 2022 17:52
• 2 votes

1. Community
2. Feedback - Ticketing System (Support)
3. Add categories (subviews, dropdown view) function to Views

Totally agree with Kal Bentley's remark.  I would add, in addition, that the 'reliance' on third party apps to do what Zendesk should do natively has a performance impact I don't see discussed much...

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• Ben Wilcox
• Created October 03, 2022 14:42
• 2 votes

1. Community
2. Feedback - Ticketing System (Support)
3. Feature Request - Ability to edit closed tickets

Here are just a few use cases and parameters around the desired ability to edit closed tickets hang on for us. 1) The default group when you add someone in as an Agent is (as they have to be a memb...

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• Ben Wilcox
• Created May 24, 2022 17:47
• 9 votes

1. Community
2. Feedback - Reporting and analytics (Explore)
3. Admins should see ALL Dashboards - even if not shared to them

This is a pretty good area of frustration to me as well.  I was tasked with looking at a problem with a scheduled dashboard delivery only to find I couldn't find it.  To me it didn't exist.  I had ...

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• Ben Wilcox
• Created May 11, 2022 16:54
• 8 votes

1. Community
2. Feedback - Admin Center
3. Export button on new Team Members page

The new Team Members page is all very nice... I like the ability to filter by role and product.  However, this is still lacking a key function.  Where is the ability to export my list into a CSV fi...

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• Ben Wilcox
• Created January 13, 2022 17:32
• 0 votes

1. Objects and rules
2. ...
3. Workflow recipes and best practices
4. Workflow recipe: User and Organization Fields (Internal IT Example)

Steven, I'm kind of in awe of how you have triggers in this example that show a structure like:  "Ticket: Priority", "Requester: Office Location".  How do you have a view like that?  My instance of...

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• Ben Wilcox
• Created October 06, 2021 17:01
• 0 votes

1. Objects and rules
2. ...
3. Business rules
4. Zendesk Support placeholders reference

So, the Description doesn't technically seem to be a field as it's just the first comment of a ticket. Which is a bit wierd.  It would be nice to be able to grab that first comment when it's create...

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• Ben Wilcox
• Created July 15, 2021 17:26
• 1 vote