Jason L

You know how in the top right theres a button to move to the next ticket. It would be great is there was also a previous ticket button. 

 

Sometimes I move on prematurely or accidentally, or want to go back.

Thanks Dave!

This will save me time! It would be nice if along with Edit, Merge, and Mark as Spam, there was an Assign to Me button. Would go from a 3 click process to a single click.

 

Thanks again :) 

 

Hi!

After the weekend's update, I can no longer paste html tags in plain text into the reply message. This is a problem as Google translate copies to plain text. So if I translate an answer for my client, and that answer has a tag, which happens quite often, it will just be omitted from the paste.

Further to that, my workflow involves copying URLs into a script. I do this in plain text to avoid addresses being converted into links. But then to paste that into the response in Zendesk, I now need to first paste the text into an RTF notepad, highlight it, copy it, and then paste again into Zendesk. So there is a lot of redundancy of copying and pasting where there was none before. I don’t know if this is for security reasons, but it is adding steps to the workflow.

Hi!

Switching to internal note takes twice as many clicks after the recent update. I don’t know the reasons for this change. But the space saving doesn’t seem to be worth the sacrifice of the ease of a single click to switch to internal note. Even if more options were added, I’d ask that internal note be its own button because I use it so very often.

Please make internal note it's own button again.

Hi all!

We noticed an update over the weekend and now the reply section is its own pane at the bottom. 

We much preferred it at the top and not in its own pane. Since the message and reply are their own sections, they are competing for screen space. Our responses are generally quite lengthy and our user experience has deteriorated. 

I, personally prefer responding to things at the top of the page. I've noticed that even some email services arrange UI like a chat where replies are at the bottom, but (maybe it's my age) I still prefer my replies to be at the top. There is also an issue with preferring my main working area to be at the top of the page for posture/comfort reasons. And not composing message at the bottom of the page. While I can drag the section to be higher, this adds time to every ticket.

I am not experiencing any advantages to this update but many disadvantages.

Thank you.

 

 

When viewing all tickets assigned to me, is there a way to chose the sorting order of status? At the moment it goes open, pending, hold. Can I set it to sort open, hold, pending? If not, that would be a nice feature. I tend to either forget about tickets on hold or I do remember to check but I have to move to the second page. 

 

Can we have a way to self assign a ticket without going into it. If I look at the list of new tickets and I see multiple that I know are for me (based on the title or preview) I’d like to just click the check boxes and hit assign to me (which would then submit as open to me).