heyitsbryanm

I am currently working around it by adding everyone in the org as a light user and then adding them as a follower.

It works ok, but it can suck if you work cross-team with a bunch of orgs who don't use Zendesk.

Also drives me crazy, but you can at least close it out.

+1 . `jira_escalated` continues to confuse our engineers.

Feature idea: Macros with input options

You can use dynamic content in macros, but it'd be very useful to have a macro that prompts the agent for input.

Example use case:

We have a macro that allows us to provide a prorated refund of $xxx depending when a user canceled their account in a month.

Our macro looks something like this:

...We can provide a refund of $XXX_AMOUNT_xXX since you used the service for XXX_DAYS_USED_XXX

The agent in this case has to be mindful to find any variables in the macro to modify. We have several macros with variables like this to be modified before being sent.

The feature request idea would be to have a macro like this:

...We can provide a refund of ${{ticket.input_prompt.prompt_name}} since you used the service for {{ticket.input_prompt.prompt_name_02}}

When used, the agent would be prompted to enter values for those two fields (enter a value for "prompt_name").

I see this being extremely useful for teams relying heavily on macro responses.

It's not easy to get the email of the responder in the new ticket view. See this example:

I have to open the user's profile to get the email in the new view. Previously, you could copy it without having to navigate to the profile.

Copying emails is a common flow for user database look-up and for sharing data with our sales teams. It's a small extra step to open the profile, but it'd be great if we didn't have to do that to copy a user's email.

Tipene Hughes I tried both of those suggestions, but it did not work.

Is there a guide or example app that shows us how to import/require scripts?

+1 for this feature.

Our sales team does not use Zendesk. They're agents anyways so they can get historical data whenever they need, but otherwise, they want to use email to communicate with sales leads and not Zendesk Support.

This makes support🤝sales handoffs difficult since there's every sales lead requires manual handling to correctly pass it to the sales team.

+1. ZD Support supports something similar, would be great to have that in the KB.

+1, also run into this limitation frequently where filtering by subject is the best way to create certain views.