Imbi Joy

It's possible to @ agents and light agents on tickets in Zendesk Support, so extending this to the Community AND being able to @ end-users would be a great addition.

Looking forward to hearing more, Nicole.

+1

We are moving our customer community from another platform to Zendesk Community. While its great to combine the discussion board aspect with our Zendesk Support and Guide products, we are losing the gamification aspect of the old platform.

As Mary notes, it would be great to have badges attached to user's profiles not just the badges that we can currently setup to note if a user is a "Community Moderator" or part of a particular team (see on a discussion post). Being able to automate this in some way (on a dashboard or settings page in Zendesk), and not have to manually edit the CSS code, would be extremely useful as well.

+1

+1 For this capability.

Current use case for my company is that the account manager associated with a customer changes periodically. We have tags associated with the account manager's name, with the tags we create views based on the account manager's name so they can easily see any tickets associated with their customers. This causes a problem for closed tickets as the tags are not updated. Also, my support group has recently re-vamped the naming and options for a few tickets fields that would be great to update in closed tickets as well. This aids in a more comprehensive and complete ticket analysis when exporting data via Reporting/GoodData (e.g. someone looking over the GoodData spreadsheet doesn't need to know that in 2017 and earlier the 'product area' ABC synchronization existed but in 2018 it was renamed to XYZ synchronization, we want to change ABC text to XYZ).

I would appreciate this feature as well.

My company is finishing up a Salesforce-Zendesk integration, and I wanted to send our Salesforce admin our list of organizations and associated domains but this functionality does not seem to currently exist in a user-friendly utility. This is a shame, since the fields are available!

A workaround option is to use the Reporting functionality if your company has it (I'm not sure if only certain levels of Zendesk customer has this). See screenshot below that shows how to access this (Reporting icon, Insights tab, GoodData link).

I was then able to create a report of # tickets for an Organization and the Ticket Requester Domain. There are domains not being captured by this report if a user from a domain has not filed a ticket however, so still need to manually go through and verify, but this at least got me started. Same with organization, this will only show the list of organizations if a ticket has been created for them.