Marjana Cowan

As an Admin, I would like to see the ability to manage users of the Help Center more efficiently by having a section from within Guide Admin that allows me to see a list of all Guide users, search for specific users and view their Guide profile page all from one view.

Having to click through on a specific post or comment to the user's profile is not efficient and does not allow me to manage users holistically (like in the case of agents needing badges/titles BEFORE they start posting in Guide so that they are identified to end users correctly).

Is there any update on FRT and NRT for SLAs? We cannot migrate from chat to messaging without this feature. 

+1 This is still a needed feature! 

+1

Yes! Much needed. We have simple tasks like user or email creation requests that aren't handled via the same timelines as regular support requests, and having the ability to add text for these forms to offer additional explanation in the form itself rather than entering a long box of text under a checkbox would be so much better. 

While I can see how this might be useful, I do not allow agents to use their personal email for communicating with customers. I require that all communication takes place from within Zendesk because I want everything documented in one spot. This is including conversations with other departments or vendors that are not Zendesk users, which can be accomplished via side conversations. 

Love this idea!

Feature Request Summary: 

Allow users to redact portions of a comment placed on a ticket from one that was merged.

Description/Use Cases: 

Currently if there is text in a comment from a merged ticket included on a ticket, this text cannot be changed. The comment can be redacted on the original ticket at any time - even after closing, which is great, but this does not update the text on the ticket that it was merged into. 

Say there was a password on a ticket that needed to be redacted. The agent doesn't realize immediately that the text needed to be redacted and merges the ticket with another ticket that is about the same issue. The agent then notices the password and redacts it from the first ticket. This agent cannot go back to the remaining open ticket and redact the password or edit in any way.

Business impact of limitation or missing feature:

This issue is a serious security concern as agents can mistakenly add secure information to a ticket without a way to correct it. 

This is great, although it does not provide actual requester and organization names and instead gives the IDs, which aren't as useful to the average user. It would be awesome if you could create a view for these instead. 

I agree here. Being able to see whether the user is suspended and to be able to filter by that attribute would be emensely helpful. Another would be what Organization(s) they belong to. Alphabetical would also be great, but not as important for me.