Andrew Dun

We have also had staff ask for the newest email to be at the top, rather than the bottom. We do not handle chat, only email. 

We would also like to be able to print side conversations when printing tickets. 

When sending a Side Conversation email, it is possible to attached files from the ticket. Attachments can be taken from the main ticket and attached to the Side Conversation email.

However, when sending a Public reply, it is not possible to attach a file that is already in the ticket. If you want to follow up on an attachment that has already been sent, it is necessary to upload the attachment again from your local device.

It would be more efficient if the attach files from ticket feature was available in Public replies. 

The ability to unmerge tickets would save a lot of time and manual effort. 

We would very much like out-of-office replies to show against Zendesk Support tickets. Currently, we don't receive them in Zendesk at all, not even in Suspended tickets. As per the Why are out-of-office replies not appearing in the suspended ticket queue? – Zendesk help page, I believe that this is because Zendesk sets the X-Auto-Response-Suppress header value to All. The receiving email server then doesn't send any out-of-office replies because Zendesk has asked it not to.

We would like to be able to configure Zendesk to set the X-Auto-Response-Suppress header value to None. That should at least allow the out-of-office replies to make it to Zendesk. They would probably still go to Suspended tickets, but that is better than nothing.

We would like out-of-office replies to show in Zendesk incidents. They are worthwhile for agents to be aware of. We have had a customer who was unhappy about a follow up email, as they had an out-of-office reply turned on when the original email was sent to them from Zendesk. The agent was unaware of the out-of-office reply, as it had been suppressed. Is there any way to configure Zendesk to set the X-Auto-Response-Suppress header value to None?