Tino R.

Of course @...! 

One more thing I would like to add just in case it would be easier to make it on the roadmap at some point -- I understand that not every customer would benefit from something like this, so even having the ability in the Admin Center to turn on this feature would be awesome, so that not all customers are impacted if this is introduced.

Feature Request Summary: 

In the original workspace, toggling between internal notes and public replies required one click. Now, the same toggle requires an extra click. I would love it if that extra click (which arises in the drop-down) could be consolidated back to one click. 

Description/Use Cases: 

The use case would be to cut unnecessary time in toggling between public replies and internal notes. 

Business impact of limitation or missing feature:

As agents often have to make both types of comment updates on the same tickets, the extra click to toggle back and forth between public replies and internal notes causes wasted time in the long run. 

Feature Request Summary: 

Just like with ticket fields and the customer context panel, agents should be able to similarly expand the macro box to the size of their liking. 

Description/Use Cases: 

The use case would be to have more visibility into full macros. In the agent workspace, the macro box is a lot smaller by default, so some macros are cut off. 

Business impact of limitation or missing feature:

Some of our macros are inevitably long, and with some agents working on laptops, and others on monitors, it would be great for them to be able to control how much of the macro box they see. With some of our longer macros, a lot of the replies are being cut off, and this didn't use to happen in the old interface. This is causing a lot of wasted time to scroll through the smaller box, as well as causing frustration for agents. 

Feature Request Summary: 

Zendesk Support should have a button (like the current 'jump to latest message' button in the Agent Workspace) that would let you similarly jump through the conversation to the very oldest message.

Description/Use Cases: 

The use case would be to reference critical information at the beginning of a given exchange. Just like the jump to latest message allows you to skip the whole conversation, we would love to see the same thing to be able to skip the whole conversation and get to the beginning. Another option that would be great would be to be able to supress different replies or internal notes so that conversations can be kept shorter also.

Business impact of limitation or missing feature:

Our agents often have to reference critical information that is compiled in internal notes upon ticket creation, so as tickets get long it can be time consuming to have to scroll all the way back up. A similar and opposite functionality of the latest message button would be incredible and save tons of time.

Amisha Sharma

Hello, 

I am interested in meeting to discuss some of the pain points that our reps have been experiencing, along with some UI changes that could be useful to other ZD users.

Thanks.

@... no problem! Any idea if this request successfully made it onto a product roadmap? Also, do you have any insights as to which article John is referring to above? I would love to get my hands on that article if it is still an available resource. 

Thanks so much.

We have several ticket forms available to meet the needs of our business, and these same forms are available on our Help Center instance. Even though we have required certain ticket fields to be filled out (that are configured correctly), there is an issue in that '-' (essentially a null field) is an acceptable and submittable option, which allows you to bypass the requirement to select an actual ticket field that was configured in the back-end.

The screenshots below show how the drop-down is configured in the Admin Center. Of note, even when a default value is selected, the null value '-' still shows up in the Help Center. Also, the preview from the Admin Center of what the ticket field will look like is misleading, because it doesn't show a null option as it does in production.

 

The screenshots below display what this field looks like on our Help Center, despite it being configured correctly in the Admin Center. I would love if you can fix this system error and remove the null option on a required ticket field (especially when it's a drop-down).