Asaf Max

Is there any way to get the parent ticket ID of Follow-up tickets using placeholders

+1 Admins need to be able to see everything. And I will add on to this that admins need to be able to modify everything (including personal views and macros).

If there is a macro that is causing issues with the ticket flow, we can't always wait for the agent to fix it or trust that they will fix it correctly. Ultimately it is our job as admins to ensure that what the agents are seeing is approved and their shortcuts with macros are not in conflict with the set workflow. 

This beta appears to be missing key features needed for generating reports including the ability to create calculated metrics and attributes.

Upvoted. This would be very beneficial in restricting fields displayed for the forms.

As an admin, I need to be able to audit all  views, macros, reports and/or dashboards. I need to be able to ensure that they are created correctly; are not shared with individuals who should not have access to them; do not modify a ticket in conflict with a set process using automation or a trigger; and to be able to modify them or outright delete them if they are a violation of set policy.

Not just to view. To edit, or outright disable/delete the dashboard and report, as well as revoke sharing to specific groups or individuals who should not have access to the information.

Currently internal comments display as yellow for all internal comments. We would like to be able to set different colors for internal comments based on the origin of the internal comment

example:

Blue - internal comment directly into the ticket by an agent

Red - internal comment via ticket sharing from a third party

orange - internal comment from a parent ticket to a child ticket via side conversations

green - Internal comment via an API update to the ticket

purple - internal comment via an email to the case from a user not registered in Zendesk

etc.

The API dashboard is not helpful at all in monitoring API usage. While it shows the peak RPM usage, it is limited to 24 hours. It also doesn't provide any information on usage for the individual endpoint rate limits being reached; as these are different from the 400/700/whatever is included with the various plans. I view this dashboard daily and don't see an peak usage but it's clear that a rate limit is still being reached and there is no way to identify which one, when it occurs and how often.

Zendesk needs to give us better metrics to monitor these.

Add function that if more than one Macro is applied at the same time to a ticket the latter will clear all changes added by the former before the agent clicks the update button. This will help ensure that accidental Macro applications will not break the latter Macro's workflow.

I too would like there to be the ability to set the required to submit on the agent level. We have internal staff from different departments creating tickets on behalf of an end user without filling in required fields, causing the agent that handles the tickets to chase after them or the end user for the missing information. This causes delays and gives off a negative end user experience as they would expect us to already know the information that we are requesting (since it is one of our internal staff that is creating the tickets).