DJ Jimenez

Nathan Purcell if you have access to Rule Analysis (https://support.zendesk.com/hc/en-us/articles/4408889285530-Analyzing-your-business-rules) there's a section that lists where email addresses are used as "Received at" conditions within rules. You can view all the email addresses at once or an individual email address

Rule analysis can be found at /admin/objects-rules/rules/rule-analysis (Admin Center > Objects and rules > Business rules > Rule analysis)

+1 to trigger category descriptions. We used the old trick of "use a dummy trigger to describe the triggers below" to "use a dummy trigger category to describe the categories below". Not a deal breaker but definitely a nice-to-have

Reordering the triggers with trigger categories isn't properly reordering the triggers currently. The backend reordering doesn't match the UI reordering. We're in the process of onboarding trigger categories and we're running into issues with triggers firing out of order due to this bug.

Currently there is no option to play an automated greeting for outbound calls. We would like a feature to play a greeting for outbound calls right when the call connects, either as a phone number greeting setting or as part of an outbound IVR configuration.

Use case: Since call recordings are a per number setting, turning on call recordings for a phone number means turning on call recordings for both inbound and outbound calls. The option to automatically notify customers a call may be recorded is available for inbound calls, but there is no automated solution for outbound calls. The only way to notify a customer an outbound call is recorded is by the agent stating so, which is vulnerable to error.

I've found a bug, or another use case, where we need custom date fields to be cleared.

Follow-up tickets do something to custom date fields regardless of if there's a value in the original ticket or not. This is problematic when the field is null in the original ticket.

Follow-up tickets with null custom date fields make them blank instead of setting it to null (blank and null are not the same). This causes follow-up tickets with blank custom date fields to be included in "Before" or "Before or on" conditions, where ones with null custom date fields are not.

+1 to this. We have a couple use cases:

• We've expanded the Due Date functionality of Task-Type tickets to be used across various other types of tickets by creating a hidden custom "revisit date" date field. Once the ticket is revisited, the revisit date remains on the ticket. It should be cleared out if a ticket doesn't need to be revisited.

• We've also created an "agent-deemed solved" date field to compensate for the delayed resolution time caused by bump-bump-solves (when an agent puts a ticket on pending and BBS solves the ticket out, we use this date as the solved date). We need this field to be cleared out if a ticket re-opens and is no longer solved.

Although we can make configurations to have ticket flows ignore the fields, the bigger problem is around data and reporting.

@Andrew I've been running a URL target to auto-add cc's since mid last year and it's inconsistent (about 95% success). The failures are due to a race condition as described in this article: 

https://support.zendesk.com/hc/en-us/articles/234658247-DO-NOT-use-a-trigger-and-a-target-to-update-tickets

5% error rate may be low for some people. However there are no indicators or notifications when it fails, so it's a complete mystery when it does.