Provide a way to add deep or permanent links to specific comments in a Ticket
Data ultimo post: 10 ott 2016
At our company we're really missing the functionality to directly link to a specific comment in a ticket.
We use solely Zendesk for communication with our customers. While working on complex issues a ticket can easily see 20-30 replies. When pulling in other people throughout our company using GitHub issues we link to the Zendesk ticket for reference, but we can't link directly to the relevant comment. This becomes a time-wasting nuisance for people who have to read through the entire ticket until they reach the part that's relevant for them.
It would be great if Zendesk could create linkable elements within a Ticket that allows people to jump to it directly.
A few examples that illustrate directly linkable responses/comments/post from around the internet:
* http://stackoverflow.com/a/27860061/183622
* https://groups.google.com/d/msg/golang-nuts/yGGEeqJvG0M/9s6HEnnDAQAJ
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34 commenti
Gareth Elsby
Hello all,
Our team of 150+ agents at Hopin desperately want this feature as well. Wading through comment history can be very time consuming, especially when an issue is escalated to another group where they need to quickly gather context for a given issue. Could we get an update on where this feature lies in Zendesk's roadmap please and what can we do to promote this request?
Thanks
3
Josef Prandstetter
We replaced with Zendesk some legacy systems - one of them was Mantis Bugtracker: https://www.mantisbt.org/
This Open Source tool is capable of this feature and many colleagues are missing this feature really hard!
As a software vendor it was extremly useful to bring a certain comment to the attention of another colleague instead of having him finding (= read and scroll the whole article) the specific comment.
This feature is more than a nice-to-have if you need assistance from colleagues of other departments, which are not working full time in Zendesk.
2
Sebastian Thiele
+1
This is from 2016 and still not available? Isn't it a Anchor in the View?
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Phelan Carey
Hey Folks - This is a +1 from my team, too.
Tickets are all-but-never 100% clean and sequential - there are assumptions that get wound and unwound, Scope Creep that must be handled, User Cases and Technical Information that must be aggregated and sifted once / twice / thrice - before the ticket expands-to-and-addresses the entire breadth of the issue raised within it.
For example... right now, I'm in the middle of aggregating all of a customer's disparate complaints (ZD, Email, Gong, etc) into one ZD thread, which I will then hatchet down sub-task by sub-task. I am just about to Slack my Customer Success Manager so that she can follow along: My Internal Note in which I aggregated all of their complaints is 5-7 questions down in the thread, already. I want to post a link in the Slack convo which auto-scrolls directly to this Internal Note, since it's the nexus of Current Understanding about this ticket, and will be for another ~12 ZD posts at least.
All that's required to produce this functionality is.... 1) The use or establishment link of some kind of link-safe unique ID for each Thread Tile, 2) A permalink button tastefully displayed in each a/o 2a) the Global Config therefore, and 3) the front-end functionality to Auto-Scroll to this thread post.
It would be great if this could get dispatched ASAP. I think this would be high-win for relatively low-effort.
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Nadine Dauberman
Definitely need this, it's missing functionality. +1
2
Mei Jin
+1
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keno
+1
link: https://support.zendesk.com/hc/en-us/community/posts/1260801882670-Feature-request-Permanent-link-to-a-comment-on-a-ticket
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Svend Koustrup
Nicole S. what thoughts did the product manager have on this? (Previous comment - yeay, a permalink :D)
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Hillary Latham
Agreed that this would be a helpful feature. We often have agents type up summaries in tickets and root causes - these posts are long and often needed in long tickets (with 20+, 50+ posts) so it would be nice to link back to a ticket post rather than cut/paste the contents into another document.
We also have feedback workflows for our agents to identify broken process during a ticket - these posts are often in the middle of a ticket, so a ticket link isn't super helpful in finding a post that exists somewhere in a longer ticket.
3
Simon Woodside
Help Scout has this feature and I really miss it after having migrated.
1
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