Claire Flanagan

To add to Billie Harland's point above ...https://support.zendesk.com/hc/en-us/community/posts/4409217551642/comments/5473919102234

We have a number of operational systems (Salesforce and our CSM tool - Planhat) that integrates data about our customers so that we can take meaningful action on our customer accounts.

NOT being able to edit the data means our reports are wrong (wrong ticket being associated with the wrong accounts) because we can't change something as simple as the "ORG" in Zendesk. It can make an account health look better or worse. 

I completely agree with Billie Harland above.  

This is table stakes for any solution - the option to fix and cleanse data is super critical to running a world-class support organization. This is severely impacting our business and customer success teams in accurately understanding, tracking and resolving the health of our accounts.  

Troubling us right now is the ability to change the "organization" for which a ticket was logged. Can you imagine the embarrassment when Zendesk tickets are integrated with other tools and the WRONG tickets are associated with the WRONG accounts? 

https://support.zendesk.com/hc/en-us/community/posts/4409217551642/comments/4409241852698

"I understand that new features close new deals but having a pretty substantial amount of tickets synced to the wrong orgs seriously compromises ticket reporting. Without the ability to fix those as an admin by changing the orgs on the closed tickets, our only options are to ask you (which appears fruitless) or start scoping other tools."

This feature request was logged in 2019. Zendesk communicated it was on the 2022 roadmap. It's now Dec 2022. 

Brett Bowser Thank you! I shared with my Help Desk leader to get us signed up.

Brett Bowser I do not have access to the topic you're linking to--> https://support.zendesk.com/hc/en-us/community/topics/4409490077594-Zendesk-Support-EAP-Custom-Ticket-Statuses 

I know we at LumApps have access to be part of early access (between myself and Andrew our Support leader).

We could not agree more with Agyeman Danso's request (above). It's extremely frustrating when our customers cannot see the same status we have designated for their ticket. We put "product feedback" tickets "On-Hold" until our product team has an answer or the feature ends up in the product. We need our customers to see the accurate status on their end. (I've run several tests with customers and they see our "on-hold" tickets as "open". If they submit a lot of product feedback tickets they have an extremely difficult time navigated their ticket status. 

Additionally our customers want to see the "ticket types". If we have "support issue" or "product feedback" as ticket types our customers want to be able to see AND filter their views. It imperative for amazing customer support. 

One of the problematic use cases we have is the ability for customers of our Support Help Desk (powered by Zendesk) to see accurate status information. 

If a customer has logged 100+ tickets with us from their view they can not differentiate (or filter) product feedback requests vs. issue/bug reports. Additionally, they see tickets as "open" or "solved" but they do not see the correct status that internal agents see. For example - if something is product feedback we let the customer know we will take their feedback into account and mark that ticket as "on hold" but the customer sees the status as still "open" creating a lot of confusion for our customers in managing their own ticket views and updates.  

Can you tell me if we're missing something in how the customer sees the status updates or if the use case I described above will be addressed by the product beta coming? If so how can our company get in the beta?