Ben

Heather Rommel 

Oh wow!!! You don't get paid for this or compensation of any kind?

Do you run Zendesk for your company or something?

Very confused... I thought moderators worked for Zendesk and thus would be able to see this type of stuff. Are you saying you are actually a Zendesk user? 

Heather Rommel Yep, I've made an internal comment using that hack, but it is a super messy hack approach. It fails often, you have to convert comments into a specific format, and now I get emails about how you are shutting down that method. So I have to do a ton of work to port it over to this new hook method which isn't working so far. Does any of that sound fun :)? 

I want to stress this to the community, what Heather is recommending is a super messy hack that shouldn't be needed if Zendesk would build such a key feature. It is a workaround but you pay for it with loads of management time and failures. 

Do you have a form I can fill out?

I don't want to just post in a forum and watch it go nowhere. I don't believe that does anything, if you have proof please prove it with a customer(s) who had a request actually delivered (I haven't found anyone who had anything get done). These are the same posts that have gone on for years. I tell every support person I talk to and every salesperson about crucial features you are missing, those being:

1. Ability from a trigger/automation to make an internal comment. This is such basic functionality and again dumbfounded. I can email customers from those systems but none of our team can see what a customer got, meaning they can't get context or provide quality customer service. 

2. Real scheduling. See above. I pay deadline for this now and I like them, but its hacky and requires a lot of work to get it working how I want it. 

I'll be around for ~18 months and then I'll move to Freshdesk or something that can do this. I can't move now as too much as going on but I blocked out March 2023 to plan a summer 2023 move of our entire email/support system.

Ethan Grundleger 

I am kinda dumbfounded Zendesk doesn't have this. 

I am using an app called Deadline in their marketplace to do this, but timezones are universal so it is hard to do in some cases. It is your best bet here so you don't have to do anything crazy, that said its a complex messed up work around compared to native implemntation. 

I had to setup api targets and other mess to do this but they don't work perfectly. It BLOWS my mind that Zendesk doesn't have this. As agents can't see key communications with customers. Instead they are left in the dark and customers are emailing back about automations and so on that they can't see. 

This is such a key feature, it should have been here on day 1. 

I am having an issue I can't figure out.

1. Inside Zendesk if I create a new ticket for a customer manually it works great and emails the client as expected.  

2. If I forward an email into Zendesk that someone sent to my personal work email, it sends the end requester a blank email when I do this. I know this is tied to the trigger for #1, but I don't know how to adjust the trigger to do #1 but not send on #2. On #2 I need the email to go in silently for the client, as then we will come back in the ticket to respond.

Any advice? Here is the trigger for #1, that also seems to catch #2...

I need this as well.

Given that Zendesk limits storage I need a way to do this and clear attachments at specific stages so that we don't run out of the hidden space limits you have. 

Ya same here, this is so crucial and this is one of the main reasons we are not sure if we can go with Zendesk over the competition as we vet the platform. We are looking at addons but unclear if they do this either.