Cameron Sowder

+1 - email communications being public is pretty critical for our Zendesk use. There are a lot of higher-ups that have light agent access to monitor process tickets. This is causing communication to crumble on tickets as this is effectively now siloing management communications and is getting in the way of ticket resolutions.

Would be great if Zendesk reconsidered this fix, it doesnt make sense to offer a solution that fixes one issue but causes another.

A major hurdle I have found while managing guide theme code for my company's Zendesk is that updating code can refresh forms for our users and in some cases may erase the information they have entered after forcing a page refresh. For some of our more complex process requests, there may be up to 30-40 questions asked, which means scheduling these code changes requires me to do after hours deployments.

With this in mind, it would be super cool if there was a way for us to schedule an inactive theme in our help center to autonomously become the live theme at a later date/time.