Melissa Greene

I get this request all the time from our clients. Please consider adding a simple "export" option for end users to export their list of tickets.

• What is the problem? Customers cannot export their list of tickets (mostly they'd like currently open or recently solved).
• Why is it a problem? They need a list they can review and distribute easily in a meeting.  All the folks involved with a ticket may not necessarily have Zendesk access. A simple list makes reviewing open and recently solved issues at a high-level meeting simple. A list also can be customized for quickly added notes before and during the meeting (rather than having to open each ticket up to take notes).
• How do you solve the problem today? Someone either manually re-creates the lists of issues, takes a screenshot, or asks an agent to download the list. There are also a few accounts where we generate a weekly/monthly ticket report in Insights that is sent to the account manager and then forwarded to the client. 
• How would you ideally solve the problem?  Allow an end user to export any list of issues from the Zendesk portal.
• How big is the problem (business impact, frequency of impact, who is impacted). This impacts customers who have at least 10+ issues going on at any one time or during a major project. Some of our clients have multiple regions/users and therefore regularly have several tickets open at any given moment. 

Hello! I would like the ability to either

1. Add formatting to the "Description shown to end users" part on a ticket form
2. Add a hyperlink or PDF to a ticket form

We have various "Service Request Types" that we want users to select from when they submit a ticket, and we want a way to define those for clients. This will help them decide which service request type is most applicable for their particular request. 

Right now, if I have various individual lines in the description with their corresponding definitions, the system lumps everything together into one paragraph on the end-user side. It would be good to be able to separate the lines, make some of the text bold, etc.

The second idea would be to link a URL or PDF document to the form so people could review it for more information about the types. It could say something like, "Click here to view definitions of the Service Request Types".

I would absolutely love to see this feature enabled, too. We have a small team that is responsible for acknowledging tickets when they come in. Right now, they are constantly checking the queues in between activities, but it would be even better for efficiency if they could be notified with a pop-up notification (similar to chat) directly from their screen. That way, they are aware when a new ticket is created without needing to rely on their inboxes (since we receive so many emails already) and won't need to navigate away from the ticket they are currently working on just to check the queue.