Sydney Neubauer

+1 for this functionality - I added my comment earlier regarding a feedback post back from 2018 but it is no longer accessible. There was now another feedback post just recently posted: Feature Request: Display Standard Description of Custom Fields to Agents – Zendesk help

+1 however I do believe there is a feedback post on this already: Ticket Field Tooltips in Agent Workspace – Zendesk help It has been requested since 2021 with 30+ upvotes. We would love to see this feature added! The functionality already exists externally, we need it internally

+1 for this functionality. The closer we can get to regular email interaction, the better. Less parity

Hey - I just found that in the settings for Side Conversations, there is now an enable option for indicators! I have not seen any communication on this:

Hey - I just found that in the settings for Side Conversations, there is now an enable option for indicators! I have not seen any communication on this:

Hey - I just found that in the settings for Side Conversations, there is now an enable option for indicators! I have not seen any communication on this:

+1 I actually reached out to ZD about this because it is not documented. They can't even confirm if this is intended. It should be expected to be ‘system’ for consistency. Especially since Ticket events currently do not show that a trigger is adding the comment so it is extra confusing as it shows it being posted by assignee and no trigger event to state it was a process that did it.

+1 we ran into this as well.  I am not sure if this is just us but - They say that as long as they are brand new profiles and not upgrading existing profiles, then they are added to all Brands. However 90% of our profiles are already existing (contacted us before, returning hire, profile sync, etc). 

1. When upgrading or adding, there is no setting to set Brands. This should be mandatory as it impacts their access
2. We do not use Department spaces so I am not sure why there isn't even an option to disable this feature altogether. There should be a setting to disable Department spaces
3. There should be an option to set a default when onboarding
4. There shouold also be a way to ‘lock in’ brands once onboarded. Imagine getting everyone in all brands and another Agent goes in and changes that

We reached out to Zendesk and they granted us an exception to be removed from this feature. It sounds like they are working on fixing this behavior.

Salvador Vazquez Thanks for clarifying. I took a look at the first reply settings and it is unclear about the SLA applying to voicemail:

Can you confirm this is the setting that has to be enabled to turn on SLA for VM?

Salvador Vazquez I was also brought here for same reason. Is there a timeline for the VM SLA? we have been waiting for it. There is no announcement about the feature and your comment is the only one mentioning it is available but we do not see it. Can you confirm?