Terence Wan

Due to our business use cases, we would like to have a feature whereby the assignee of the side conversation email can be different from ticket assignee.

BCC in side conversation email will not work in our use case 100% as we require the recipient to reply to the BCC as well.

Unfortunately, side conversation child ticket will not work in our case as side conversation emails are used to converse to the same recipient email addresses which their email provider/ticketing platform will diagnose it as spam.

Thank you!

We has seen multiple occurrences in which sections and categories are accidentally deleted. This has resulted in (X) hours of restoration and effort from Zendesk to provide details of the articles mapped to the deleted categories, sections and sub sections.

Zendesk can assess if either, a mix or all can be implemented to reduce this issue from recurring. Each of these mechanisms serve as measure at preventing accidental deletion of Categories, Sections or Sub Sections.

S/N	Description of Feedback	Proposed Enhancement
1	Guide permissions today are similar to an all or nothing approach where users with access to add categories / sections are also able to archive / delete them.	Introduce permissions similar to Support where users can be enabled to Create / Edit / Delete categories, sections and articles.
2	Users are able to archive/delete categories and sections when there are still associated articles	Prevent deletion of Categories or Sections when there is a presence of at least 1 article/section/subsection underneath the deleting Category/Section.
3	Sections and Categories cannot be restored from archive	Categories and Sections can be archived for up to a week instead of deleted, to facilitate restoration. Once archived Categories and Sections are restored, the associated articles can be restored.

Hi,

Our zendesk is not setup with whitelisting initially. Due to the complexity of implementing whitelisting now will have a huge impact to existing integrations, this is not viable solution.

Current https://.zendesk.com/admin/apps-integrations/apis/zendesk-api/activity do not list all the API and OAuth tokens' last known active activity and unique IP addresses to allow administrators to trace back to the integrated system current owners to review or identify illegal entry/usage. As part of cyber security governance, the unused API and OAuth tokens can be sunset, unknown IP addresses can be blocked or new tokens to be generated.

We tried requesting to Zendesk Support to retrieve this information for a one off cyber security governance exercise but was advised to raise this as a use case and feature request.

Thank you!

Hi Zendesk team,

Any updates on this feature? We are keen to this feature as well! Thanks!