Andrew Paterson

Fernando Duarte You can use the 'Set Child Tickets' button that is just to the left of the Send button when you create the Child Ticket.

We have to use this method too despite the advice not to, all we want to do is add an internal note to the ticket when an automation has run so that the agent who picks the ticket up is aware of what has gone on in the ticket (eg. a chaser email has automatically been sent to the customer).

This is clearly something many customers want, and need, to do and are being forced to use a risky working around. Is there a reason that this basic functionality can't be added?

It is currently impossible to assign Skills to newly created tickets if the routing rules are based on custom fields and the ticket is created via email, because triggers (even those with the Ticket is Created condition) are run after the Routing Rules and Routing Rules are never re-run. 

Skills also need to change dynamically if the ticket field values that drive the Routing Rules change, agents can't be expected to change Skills manually if a ticket's details change.

Thanks@..., I was thinking of the former but the latter could also be a use case for us if it's possible (I didn't think that it was possible to tie a ticket to a org without specifying the requester as someone from that org though?)

This functionality has made one of our high volume processes so much more efficient and less prone to human error. It works perfectly, thanks @...

Selecting the Form is on the roadmap I see, that will be a good addition and if we could set the requestor as an external end user in future too that would be amazing.

When you open a ticket in the Agent Workspace I think the focus of the conversation should be at the TOP of the latest message, not the bottom. (Currently it is at the bottom and if the last message is a long one, or a long email chain, then it's confusing and the agent has to scroll to find the correct starting point).

This has become an issue since we moved to Agent Workspace and the conversation feed inverted.

How it would work better can be demonstrated by clicking the Event button twice on an open ticket, this takes you to the Events feed and then back to the Conversation but critically this then focusses the conversation feed correctly at the top of the newest message.

Could whatever is setting the focus in this scenario please be activated on ticket opening too please?

Thanks Josef Prandstetter, that link doesn't seem to work for me though for some reason.

As the number of teams using our Zendesk instance grows the number of Forms we have also inevitably increases.

Please could you allow an agent to have more than 12 views on the left hand side of the UI. Some agents need more and it's very inconvenient to have to keep going into the Manage Views list.