唐沢 雄大

Hi, Jacek Sałacki 

At this moment the best approach is to convert shared mailbox into regular user account or generate credentials for shared mailbox. And use this account or credentials to connect Zendesk with mailbox. 

In fact this approach is more robust, because such connection is not dependent on any personal account credentials. 

You have commented as above, but when moving from EAP to the production environment, will you officially support the operation of the shared mailbox converted using this method?
Or, will the functionality be expanded in the production environment to allow direct connection to the shared mailbox via the Exchange Connector?

Shawna James 
Any updates?

Shawna James 
Any updates to this?

Lack of appropriate permissions has complicated the workflow and raised the burden on approvers.

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)

I would like to be able to set passwords to expire in any number of days. A customer complained that 90 days is too short of an expiration date.

What problem do you see this solving? (1-2 sentences)

Frequent password changes are not recommended by the Japanese Ministry of Internal Affairs and Communications. Customers complain that our password policy is not in line with this. By extending the time between password changes, customers will not complain.

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)

We received a complaint from a customer last week, and we have received frequent complaints since we started offering support services.
If we don't allow passwords to expire, if the customer leaves the company and moves to another company (our competitor), they will still have access to our help center and our valuable information will be compromised.
This is very important to our business.

Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)
No.

What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

I would like to be able to customize the password level.
Allow the user to freely change the number of each option (number of characters, number of lockouts, expiration date, etc.).
This would allow me to extend the expiration date while keeping the password strength high.

Overview of feature request and and those affected by this issue.
We support many customers.
Because we use both email and web forms with our customers, we often make changes to our requester or add additional people to our CC.
It is convenient to see suggestions in the name input for the Requester and CC recipients, but it also causes misdirected email.

What problem do we see this solving? 
We are afraid that we will lose costomer's trust by sending a misdirected email.
We can prevent a misdirected email from being sent by disabling the name suggestions(auto-complete) of the Requester and CC recipients.

When was the last time we were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact our business?
In the year since we started using Zendesk, we have had more than 5 mis-sent emails. Recently, we sent an email incorrectly a week ago. We apologize to the customer for this problem.

Are you currently using a workaround to solve this problem?
No.

What would be your ideal solution to this problem? How would it work or function?

We want the option to disable the display of suggestions if we enter a name.
And it is ideal to display the correct name and email address in the requestor and CC only when the email address matches exactly.

Shawna James

Hi Shawna. Thank you for your reply.
Our desired features are listed below along with a template for feedback.

Overview of feature request and and those affected by this issue.

We would like agent with edit permissions to be able to do the same with existing published articles as they do with new unpublished articles. This feature currently affects our company agents. Agents with editing permissions need to update files attached to an existing article, but they cannot click on "Article settings" to update the attachment.

What problem do we see this solving? 

Our company policy requires us to completely separate edit permissions and publish permissions. This is because we have separate roles for the agent in editor and the administrator. Currently, agents with publish permissions are updating attachments, which is not in accordance with our company policy. This feature would allow us to completely separate the roles of edit permissions and publish permissions.

When was the last time we were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact our business?

This problem occurs on a daily basis. Because we already have a huge amount of published articles, and agents with publish permissions are still having to update attachments to those articles, which is a lot of unnecessary work.

Are you currently using a workaround to solve this problem?

No.

What would be your ideal solution to this problem? How would it work or function?

Agents with edit permissions would be able to click on "Article settings" and update attachments.
Ideally, an agent with edit permissions would be able to do the same for new unpublished article and for existing published article. (As shown in the figure.)

Our company policy is to separate editors and publishers.
The editor/publisher create/publish new articles and edit/publish articles.
And we add updated data to new attachments in many articles.
However, in articles that we have already published, the editor can't update/delete the attachment.

It is strange that inline attachments can be uploaded/deleted, but not block attachments.
https://support.zendesk.com/hc/en-us/articles/4408827952538-Creating-management-permissions-to-define-agent-editing-and-publishing-rights

Please consider to allow editors to upload/delete block attachments.