Matt Toenjes

Tatsuro Nomura For your point 4. Exporting csv or excel file, this might be able to help you https://support.zendesk.com/hc/en-us/community/posts/8130491925530-New-request-list-experience-Export-csv-Button

However, I definitely agree this would be nice to have built-in feature!

We just had the same problem after renaming groups in Zendesk. This is a horrible design flaw and causes tons of frustration when new groups have to be renamed. +1 to have this product defect fixed.

Additional placeholders for custom fields.

It would be nice if there could be a placeholder for custom fields (and non-custom fields) to display a custom field's:

1. Display name
2. Description
3. Title shown to customers
4. Description shown to customers

For example, we have a custom fields that collects information for enhancement requests and sends it to an email address. For example there is a custom field called "What is the impact to your business?" and it is a free-text field to fill out.

While we are able to accomplish this by sending an email with this information:

 What is the impact to your business? {{ticket.ticket_field_1234}}

But it would be nice if we could set it to something like:

{{ticket.ticket_field_1234.displayname}} {{ticket.ticket_field_1234}}

This way we would not need to change the email trigger if we ever update the Description or Display names.

This feature would benefit us greatly. Is this something that is being considered?