Laura Hild

I'd like to see it restricted based on organization. For example, we want to share tickets of only one organization and I don't want my agents to be able to share any organizations tickets with the other instance. 

We really need a way to prevent a particular end user domain from logging in via email and password, but still allow all other end users to do that. The only way we found was to edit the login page code.  Our agents use a different SSO privder than or end user. 

Is there a simple way to specify that end users from a particular domain use SSO only, and other domains use standard login? I have seen other software products offer a configuration option to do this.

I am interested in knowing the time between comments and time since last public comment. 

I see that I can report on the count of comments, but I want to know how long it has been between comments, especially for tickets that have been going on for a while. 

For example, Agent A sends a public reply saying they need to do more investigation and changes the ticket status to On Hold. They don't reply for over 1 week. There are few responses back and forth. I would like to see the time between those responses. 

How can I do this?

Our customers follow the same convention mentioned above: “To” = requiring attention and action and “CC” = for information only. 

There are multiple users at the same company that want to be in the "To" field. they get too much email and ignore any communication where they are in the "CC" field. 

We have no workaround for this currently. 

When we deleted a support agent, the tickets were assigned to an individual, not a group. How did that happen?

how do I prevent external customers from seeing this internal only brand? 

Thank you James! This is exactly what I was looking for!

We answer questions from other companies' support teams. If they have a Zendesk instance, is there an easy way for them to escalate their Zendesk ticket to our Zendesk instance? 

We would like them to avoid having to copy and paste information form their instance into our ticket form.

I agree, that is the first thing I noticed was missing from the new team members page.