Margaret Boisvert

Bobby Koch - they didn't remove it... they just don't recommend that you use it.  It is possible and we do use it in our environment.  We understand the risks and do extensive testing to ensure that it doesn't mess anything up.  We aren't trying anything too sophisticated at this point.  If we ultimately have that need, we will likely be looking at an external tool to do that  :(

Is there a way just to get the Solved date for a ticket?  I don't need any other information.  Just the solved date

I am using the Linked Ticket app.  It allows you to create a new ticket as a child of the existing ticket.  You can also use the Zendesk API to update the Linked Data field with child of: or parent of: in order to link existing tickets. I am successfully using this when creating a new ticket via the API. Linked Data has to be populated on both records for the issue to show in the Linked Ticket app.  This same process could be used to link existing tickets together rather than having to create a new ticket to be linked.

That is great to hear! Thanks for the quick response, JJ.

Having to fill in all the information in the small fields on the left side bar can be difficult.  It would be great to allow a pop-up window with the same fields available to fill in.  Or to view a ticket for that matter.  It can be very difficult to read the fields on the left side bar

The left and right side bars hold a lot of information and it would be great if they could have some additional real estate on the page.  

It would be very helpful to have conditionals that allow for the setting of other field values based on a single field value.

Example - I choose a State, based on that I want to update 3 custom fields that indicate the State Agent, State Funding, and State Form Required.

I can do this with a trigger AFTER the ticket is submitted but it would be very helpful to be able to have this happen as the form is being filled out.  Especially on the Agent side.

This is a huge issue for us.  We just had a vendor name change so that value in the drop down for vendor has to change.  I would want to keep the previous value but not allow the user to continue to select it on new tickets.  Instead, I tried changing the value on the drop down and it deleted all the previous values.  :(

It would be great to allow the home dashboard to be configurable.  As OP mentioned, different people use Zendesk in different ways and have needs for different levels of information

It would be helpful to be able to have this happen as the form is being filled out so that you can see what fields are being filled in, rather than having to wait until the ticket is submitted and then having the fields filled in.

Basically, it would be conditions that populate a field rather than make it visible