Ronit Gieske

Benjamin Kirsch Noted on the roll out timeline. We look forward to having this feature implemented in our Zendesk instance.   The use case I described is not addressed by that feature you referenced only if the agent manually enters a contact name in the To or CC field. The issue at hand is that if a customer only has a phone number on file in their contact record and no email, agents are still able to add a public reply to the ticket without any notification that the message could not be sent since there is no email address on that customer's contact record. 

This feature does not seem to be working. 
We just tried sending an email to a contact that only has a phone number on file and no error message appeared in the workspace. 

Two questions regarding SMS Texts:
1. We noticed that there is no option to reply back via email if customer initiates query via SMS Text channel.  Is there a workaround? Or does it require that we create a new email ticket if we want to email customer instead
2. We have agent signature and universal signature enabled and these show up in our text replies when we reply back via text on an existing email ticket. This behavior is not the case when responding to a SMS ticket that was initiated/originated from the customer only if we reply back using a “Proactive Text” trigger which includes a Notify by text Action. Is there a way to have signatures removed so texts actually look like texts and not emails that have been texted?

We just came across this issue too. Wow! There's got to be a solution for this. Zendesk - are you listening?

This has been in queue for at least 5 years. Any updates Zendesk?  

This is basic functionality that is necessary for proper ticket handling. Split n Close app only functions properly if you adopt the paid version and paying $3/user/month is absolutely ludicrous. 
How can we upvote this a million times?  Zendesk are you listening? 

Are there any integrated CSAT apps that provide an in phone CSAT survey solution? 

It's very surprising that Zendesk doesn't have this feature when Freshdesk does.

Business hours by Group should be made available for the Professional Plan - Messaging. It is available for Chat and should be for Messaging as well.  Different teams operate during different hours and Zendesk should accommodate for that. 

Any plans to allow for varying business hours on the professional plan?

Thanks Martin -  Besides responding in this forum. What does Zendesk do with these suggestions?

We would like the ability to trigger the CSAT email/text after the end of a phone call. 
Currently, the only option is to initiate based on the Ticket Status which is not ideal as it may be too early to send a CSAT upon Ticket being updated and too late upon Ticket resolution.