Scott Tynan

+1 More control in this regard would be very welcome. 

Summary: We request the development of a new Outlook add-in that can be published on our help centers. This add-in would allow end-users to install a version that matches the branding of the help center they downloaded it from. It would enable users to create new tickets, link emails to tickets, and view existing tickets, enhancing their support experience.

Description: The proposed Outlook add-in would provide the following functionalities:

1. Custom Branding:
   • The add-in should match the branding of the help center from which it was downloaded, ensuring a consistent user experience.
2. Create New Tickets:
   • Users can create new tickets from scratch by selecting the appropriate form.
   • The add-in will guide users through the form, ensuring all necessary information is captured.
3. Create Tickets from Emails:
   • Users can create tickets directly from their Outlook email client.
   • The email content will be included as a public comment on the ticket, along with any attachments.
4. View Existing Tickets:
   • Users can view their existing tickets within the add-in, similar to how they would on the help center.
   • This feature will provide transparency and easy access to ticket status and updates.
5. Compatibility with Other Email Clients:
   • Consideration should be given to making versions of the add-in compatible with other email clients, such as Gmail, to cater to a broader user base.

Use Case: Our end-users often need to create support tickets based on emails they receive. Currently, they must manually attach it, copy and paste email content into the help centre or forward it to a support email address, which is time-consuming and prone to errors. Forwarding emails also prevents them from being able to complete the correct form and be prompted for critical information. By providing an Outlook add-in that integrates with their email client, users can create tickets more efficiently and ensure all relevant information is included.

Community Feedback: This feature request addresses a common need among our users for a more streamlined and integrated support experience. Enhancing the add-in to include these functionalities will improve user satisfaction and support efficiency.

Conclusion: Developing a customizable Outlook add-in that allows users to create and manage tickets directly from their email client, and is downloadable from the help center, will significantly enhance the support experience. We strongly urge Zendesk to consider this feature request to better support its user base.

Summary: We request an enhancement to the Zendesk App/Add-on for the Outlook email client to allow users to link emails to existing tickets. This functionality will improve user efficiency, enhance agents' ability to resolve tickets promptly, and ensure transparency of data and communications.

Description: Currently, the Zendesk App/Add-on for Outlook only allows users to create new tickets from emails. However, there are many instances where it is necessary to link incoming emails to existing tickets. This feature is crucial for maintaining a comprehensive and organized record of all communications related to a ticket.

Proposed Solution:

• Link Emails to Existing Tickets: Add functionality to the Zendesk App/Add-on for Outlook that allows users to search for and select existing tickets to link incoming emails. This can be implemented through a search bar or a dropdown menu within the add-on interface.
• User Interface Enhancements: Include an intuitive and user-friendly interface that guides users through the process of linking emails to existing tickets. This could involve a simple "Link to Existing Ticket" button and a search function to find the relevant ticket.
• Example of Best Practice: The Dynamics 365 Add-in for Outlook provides a similar feature, allowing users to associate emails with existing records. Implementing a comparable functionality in the Zendesk App/Add-on for Outlook would greatly benefit users.

Use Case: Our organization frequently receives follow-up emails related to ongoing support tickets. Currently, agents must manually copy and paste email content into existing tickets, which is time-consuming and prone to errors. By enabling the ability to link emails directly to existing tickets, agents can work more efficiently and ensure that all relevant communications are accurately recorded.

Community Feedback: This feature request addresses a common need among Zendesk users who rely on the Outlook email client for managing support tickets. Enhancing the add-on to include this functionality will streamline workflows and improve overall productivity.

Conclusion: Implementing the ability to link emails to existing tickets in the Zendesk App/Add-on for Outlook will significantly enhance user efficiency, improve ticket resolution times, and ensure transparency of data and communications. We strongly urge Zendesk to consider this feature request to better support its user base.

Summary: We request the addition of a feature that makes the standard description of custom fields visible to agents in Zendesk. This description should be accessible via a hover tip or popup associated with a small "i" icon next to the custom field. This enhancement will help agents understand and use custom fields correctly.

Description: Currently, when creating custom fields in Zendesk, administrators can add a standard description and a customer description. The customer description is visible to end users when the field is made visible to them, but the standard description is only visible to administrators in the admin area. This limitation can lead to confusion and misuse of custom fields by agents.

Proposed Solution:

• Hover Tip or Popup: Display the standard description of custom fields to agents through a hover tip or popup. This can be implemented by adding a small "i" icon next to each custom field. When agents hover over or click the icon, the standard description should appear.
• Enhanced Agent Guidance: By making the standard description accessible to agents, they will have clear guidance on how to use each custom field, ensuring consistency and accuracy in ticket handling.

Use Case: Our organization uses several custom fields in tickets to capture specific information. Without visibility into the standard descriptions, agents often misunderstand the purpose of these fields, leading to inconsistent data entry and potential errors. Providing agents with easy access to these descriptions will improve their understanding and usage of custom fields.

Community Feedback: This feature request addresses a common pain point for many Zendesk users. Agents need clear instructions on how to use custom fields, and making the standard description visible will provide the necessary guidance.

Conclusion: Implementing this feature will enhance the usability of custom fields for agents, leading to more accurate and consistent data entry. We strongly urge Zendesk to consider this feature request to improve the overall efficiency and effectiveness of ticket management.

I would love to see a “pop out” button added to side conversations. 

Sounds like this is an issue with your macro inserting the comments instead of using the “include previous comments” button on the side ticket. 

+1 this would be a lovely option for agents to be able to opt in to using. 

+1 This would be a brilliant addition!

We have a very similar scenario to yourselves Shona, however due to the large volume of tickets that we handle it was not feasible to run two systems at once. We are now 9 months into using Zendesk and have had no issues with the visibility or use of this feature. 

What we did was communicate to all of our external customers before implementing the system to educate them on how the system works. We also ran a number of dedicated training sessions for our own people (agents, light agents and non-users) to ensure that they all had a good understanding of how things work. 

We also added to our ticket notification emails the placeholders to make it clear who was CC'd or following a ticket, to ensure full transparency.  

We had huge apprehension about this for the reasons that you mentioned but the measures we put in place have pretty much eliminated the risk. 

It's important to note, that when the CC feature is on, if there are people CC'd on the ticket it is quite clearly shown next to the “To” who is receiving the public update. The only time you need to click the button off to the side is if you need to add a recipient. 

I have submitted a Feature request (yet to be approved) see it here once approved by the admin.

https://support.zendesk.com/hc/en-us/community/posts/9020368874522-Feature-Request-Enable-Microsoft-Business-Account-Sign-On-for-End-Users