Moran R. Gilboa

I would really suggest giving the option to not have Cloudmark/Spam detection; in my experience, most of the year this isn't a problem, but every couple of months I start accumulating massive numbers of falsely suspended tickets. I'm talking about big customers, names that everyone is familiar with, email domains that everyone is familiar with, and that isn't even flagged by our own email and security systems as spam or remote potential for spam.

This has been terrible for us as it drags delay, agents aren't as focused on suspended tickets and we pride ourselves on responding in minutes. And since we have our own spam filtering mechanisms/products, we are almost exclusively hurt/set back by the ZD one.

I've had multiple tickets with ZD support, and there's absolutely no reasoning for how it's working; I understood this is Cloudmark flipping their fingerprinting/hueristics every now and then and being extremely loose about what they flag as spam.

Not sure what worth this has and why it isn't a huge issue for a considerable amount of enterprise users here… Thanks.

If there was a "Disable following on mention" option, I would hit it in 0.00005 ms, if someone needs to be added as a follower, they can be added as a follower, mentions should be independent of that function.

This would be really important, it can have very high impact on cost/experience as agents are easily using the wrong number to call, when there are multiple numbers (regions). It's also a bad experience for the agents as they need to do what Oliver is highlighting above.

We would like to apply a formula for "customer health" that includes a few ticket metrics (i.e. satisfaction, durations, etc.) and feed that back into an overall health metric; I thought about extracting this information somehow from Explore, but I understood there is no API nor plan to allow such integration.

Are there any plans or ideas on how we could incorporate such a thing, requiring a relationship between the Organization's object and explore metrics?

Just to add, we want to automate this for all of our Organizations since it's clear we can go one by one and update the score, but in our case we have thousands.

I think this is an essential requirement for this feature; management, or even other agents, should be able to change status in case of emergency, agents go offline and may be driving or just out, and this can lead to missed work/calls, which is a big issue.

We have multiple regions, brands, and services; what I am trying to achieve with Explore is to send each group the same dashboard with different applied filters.

I could create a bookmark, pin it, and schedule it, but this doesn't scale to multiple bookmarks or filters.

Is there another way to achieve this without managing multiple dashboards & reports that aim to do the same thing?

If not, I would suggest even a drop-down option in "Schedule" that offers a "Mask" for the generated report.

This is a critical feature, when utilizing a fail-over for instance, we don't want customers to wait on "priority" lines for 60 minutes, and it should be set for minutes instead, while a "questions" line without priority could logically facilitate an hour without a breakdown.

Some organizations also have numbers for different functions/services, some are not critically impacted in the spam of 20 minutes, and others need an answer in 2 minutes, how do we tackle this? 

I think this is a critical change request; I would consider a separation of following/mentioned entirely so that light agents can also start @mentioning; following is "chatty" and hard to track and mostly gets thrown in a folder, especially with a large organization and very high ticket volumes (and long threads).

I would like not to get all updates about tickets I need to intervene or read in; instead, I get pointed at a specific comment and can address it faster.

"@mentioning" is a critical piece for collaboration; mentioning someone in the ticket or from the outside (user) is essential to get attention; since we're focused on having this collaboration over the ticket and inside of Zendesk, this is a lost opportunity to bring people in, and they may revert to other channels instead where mentioning/directing is possible (email, external chat, etc.).

The first suggestion would be to add a persistent status filter, for example, I only want to see "Away" and "Online" most of the time.

The second suggestion would be to group the team according to their group(s); that way, I can view the "team status" for multiple teams.