Marcus

Dear Zendesk Team,

I want to echo a sentiment that has been reverberating in this support forum for over two years now. The specific issue at hand, as many of us have expressed in the past, pertains to the difficulty of locating specific Dynamic Content (DC) through keyword searches, titles, and placeholders.

In September 2021, a representative from Cambly aptly pointed out this challenge, stating, "It'll be a great help if we can just search by placeholder to locate and edit the DC." As someone who has also experienced this problem, I can testify to the inconvenience of not being able to use search reliably.

I reached out to your support team this month (October 2023) hoping for a solution or at least an update on the progress. The response I received was rather disheartening:
"The search functionality is still in the early stages of development and is not optimized to accommodate all the cases." I was also informed that "Dynamic content titles are not yet searchable, unfortunately."

To say that this functionality is still "in the early stages" after more than two years, especially when it's a critical aspect for many users, comes across as neglectful, if not dismissive, of genuine user needs. At the very least, it is puzzling considering Zendesk's reputation as an industry leader.

To further highlight the significance of this issue, I'd like to draw your attention to the fact that no fewer than 11 other users in the forum have voiced the same concern. Zendesk had acknowledged this problem in August 2022, but it appears there has been no forward movement since that acknowledgment.

The ability to effectively navigate and manage our content is fundamental to our operations. It's not an advanced feature or a luxury; it's a basic necessity. The absence of this functionality not only diminishes our operational efficiency but also our trust in the platform.

Therefore, I implore you to treat this matter with the urgency and seriousness it warrants. The minimum expectation from a platform such as Zendesk should be the ability to search for Dynamic Content titles, a feature which, as of now, remains absent.

We, as dedicated Zendesk users, need and deserve better. I sincerely hope that Zendesk will prioritize and expedite the development of this crucial feature, thereby reaffirming its commitment to its users. Otherwise, something as useful as Dynamic Content becomes a challenge and it increases the time spent (wasted) on maintaining it.

Thank you for your attention to this matter. We look forward to seeing tangible improvements soon.