Yavor Ivanov

Redaction suggestions should not be part of an addon in my opinion. Some of the features listed above are more quality of life and don't make much sense to be part of an addon. Please consider bundling them more appropriate with enterprise or even other tiers.

Thanks for taking the time to reply Gaurav. If you need anymore feedback or examples don't hesitate to contact us.

We have basic cases for this. For instance, we want to add an internal note based on specific conditions to draw the attention of our agents that a ticket is originating from an engineer conducting testing.

We also have more complex cases where we want to add a note if a ticket is transferred from certain groups to others, enabling agents to promptly identify the change and take appropriate action without having to manually review the ticket events to ascertain the sender and reason for the transfer.

Lack of fundamental control over triggers merely shifts the burden of implementing these missing features onto our backend engineers.

Hm adding an internal note should not be an AI only feature in my opinion. Most of our use cases that require this are not based on AI cases. It needlessly overcomplicates backend integration with API or Ultimate.

We also have a similar case where agents are starting the tickets first instead of the customer.

We would love to be able to prefill the fields so that an agent clicking on a link in our system would get redirected to Zendesk with the requester, title and maybe a few other fields (brand, group, priority, type…) already prefilled in. Ideally we would also love to have a macro preselected or used already so that the agent can edit if they want or just send it as it is after double checking. I can also see a case where suggesting a list of macros by ids would be useful.

Our use case is that we want our agents to contact customers in certain predefined scenarios and currently this requires a complex solution using the API to achieve or require a lot of manual work for agents where you copy/paste a bunch of stuff and remember or look up different cases.