James Gossling

+1

 

We use Zendesk for our invoicing.  These invoices come from an automated/no reply system. 95% of invoices from a certain supplier do not need anything.  But where there a price discrepancies we need to cc our billing agent and make other changes to the ticket...

 

Being able to cc end-user in macro would be AMAZING!  Why couldn't it just be a lookup text box like the cc box on a ticket is?  It seems so simple!

YES YES YES x 1 million.

This is so frustrating. I understand the reasoning, but taking the ability away from users is just counterproductive.  I think it's fine for a status of open be default, but why not allow the option for us to add "ticket: status" new as the trigger action?  Or at least have it be an option of the account for statuses to change automatically on assignment.  We have rules that automatically assign a huge portion of our tickets.  This would be huge for us.