Rolf Hayes

Agreed Frank Spildener 

This is probably going to get me blocked or something but I feel we as customers have gently asked for long enough and just get pushed back so perhaps more of a rant is going to help?

Shawna James I've said it before, but may I say it again that for the majority of those who use Zendesk, we do so to serve our customers better.  It would be good if you (Zendesk) could serve your customers better too.  It's far from frustrating, it actually just shows you take your customers for granted and it seems like the developers are doing what they want to do not what they are asked to do (by their customers).

Please tell us what we (as those who pay your invoices) can do to change this and have this development (and others that are years in the requesting).  Or is it that we need to leave and find a help desk provider?

Hello Shawna James 

What would make it an exciting year is to bring this back on plan for this year.  As others have said, we're not looking for lots of innovation with AI and fancy developments; we just want some simple features to be added to help us provide better customer service.  AI is all well and good, but good customer service is still done in person by humans and AI is still a long way from being personable.

Perhaps Zendesk could provide some good customer service to their customers like we are trying to do to ours by using your system.  Seems a bit of a paradox to me.

Scott Allison look forward to your comments on this too as we were really looking forward to having it this year.

I just wanted to express my thanks to everyone here.  We've set up our own webhook and trigger for internal comments on a ticket where we need a clear prompt for agents as a warning for a particular org.

Just wanted to express my thanks too, for all here.  Just set up our own webhook and trigger for internal comments on a ticket where we need a clear prompt for agents as a warning for a particular org.

I couldn't agree more Julian

Brett Bowser Ashwin Raju can you provide any feedback for your customers?  I think we've been very patient.  

Stéphane Bahraoui I feel your pain and the apparent lack of product management and dev team addressing some very old requests by ZD customers that should be very simple, yet almost daily there are announcements of some AI-related new releases.  I feel ZD should get some of the simple functionality developed that was requested years ago.  Split tickets is only one of them.  Consider, customised fields in the search view, URL-type custom field, Custom statuses for different support groups/agents.

In the meantime I've found the Split ‘n’ Close app has worked well for us.  You may find the free plan is sufficient for your needs.

Link to the app in ZD Marketplace: 

https://www.zendesk.com/marketplace/apps/support/105600/split-n-close/?queryID=0fc9849f4aefa4ead4b7112112fcfdf8

Thanks Jorn I've managed to get this to work well now and through some test tickets and this API call you mentioned above it works well.  It is always just the same user ID that we need to remove so answers the above questions I had.  Thanks again for your help in solving our challenge.

Jorn thanks for your advice and API recommendation for CC'd users.  Does this work for followers too?  Do I need to amend the API code for a follower as opposed to CC?  I haven't tried this yet, hoping to later today.

Peter Hochstrasser  Joel Cohen 4 years for a response or development seems consistent with other ZD development suggestions from their customers and users.  At least Zendesk is consistent even if consistently slow. 

I'm the CS world as you suggest 4 years is an eternity. We have to measure response times in hours otherwise we loose customers. 

Please Zendesk. Respond to the needs of your customers quicker. We implore you. 

ERIC C the first condition is for tickets in the Solved status

The second condition will include any ticket with a status of Solved or any custom statuses that you've created within the Solved category.

See “Ticket statuses” in your admin side of your Zendesk instance.