Zendesk has made a very nice interface for the Agents but are currently lacking a bit for the Customers. In the "My Activities" section, we must have the following improvements for the customer to become self-sufficient as much as possible.
1.) Ability to Export tickets through PDF or Excel, or any other type so that they can manipulate the data any which way they want. In addition, this creates a huge undertaking for the Agents since they would have to be scheduling reports for them to get them and then forward these reports to the clients.
This creates a huge problem when we are constantly trying to improve our SLA's.
1b.) Customer Dashboard would be awesome; the ability to create different queries and have ability to export or simply attach to dashboard would be a nice feature to have and as stated previously a necessary one.
2.) Ability to be able to filter by a Custom Field. i.e. Environment
We have tickets being created by Environment. Currently they are all showing in the same place and it becomes very convoluted. If we have the ability to filter or Sort by the Custom Field, then at least they would all be organized by that field.
3.) Assignment (system value) - currently you do not have the ability to display this field in the customer detail or anywhere. We would like to display this for them to know who their agent/group the ticket is assigned to.
4.) All Triggered Email, currently the customer gets an Email that was created through the trigger. This email is not copied into the ticket comments/description for the Customer to see this.
Our customers get million of emails and they are not up to date with all received daily; therefore, having it in the ticket provides them with the ability to know that the ticket was acknowledged and/or Solved and have XX Days to review before it is automatically closed.
Trigger Emails for Customer Acknowledgement, Agent Assignment, Solved and have XX Days to review.
At a minimum, you can create an Events view-able by the clients that would have these triggers shown to them since they were meant for them to see.
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