Dan Duncan

In response to Jake Holman's comment here:

https://support.zendesk.com/hc/en-us/community/posts/203422496/comments/207175338

I think what Jake describes would address our need nicely.  Many of our customers are large law firms. Most issues/requests from end-users are handled by the firm's in-house IT/Helpdesk/Admin but in many cases the end-users will come straight to us (our Zendesk setup is pretty open).  In many cases, the firm wants to keep close tabs on the tickets their end-users open with us and they want to be able to comment if we need specific information that the end-user wouldn't know how or be able to gather themselves. The firm admins may also want to make sure their end-users aren't abusing the fact that our Zendesk is open and anybody at their firm can come straight to us. Some customers would also like these admins to be notified when new tickets are opened by end-users at the organization. Simply having the admin CC'ed on the tickets probably won't work for us, especially since the end-users are able to remove them. It would be better than nothing but still not what we would want to accomplish in the end. Is there another post related specifically to this sort of functionality that I can go vote/comment on?  I notice the one linked below was just posted recently but was not sure if there was another one with more information:

https://support.zendesk.com/hc/en-us/community/posts/115000934648

Thanks!

Yes, I agree.  I am particularly interested in the Subject field.  We may have a customer who wants to edit the subject but they have no way of doing this themselves.