Rao Muhammad Usama

I agree with Jordan, The dashboard deleting option is easier than deleting a tab in a dashboard. There should be a warning before deleting a dashboard. 

Completely agree with the first comment from 2021. At our ecommerce company, we rely on custom fields to report on KPIs. With the high volume of notifications and spam we get, we can clear out the unnecessary tickets in the Support - Tickets dataset, but when it comes to the Support - Backlog dataset, we can't do the same. This leads to inaccurate backlog reporting. It’s surprising this hasn't been addressed yet, especially since it was pointed out in the very first comment.

Any update on this request from years ago from OP?

Hi Joseph Peter, 

Idle status doesn't make the agents log out of the system but instead it makes their status as Offline or Away after a certain time.

But there's another setting that can cause the agents to sign out after certain inactivity and that's the session time. You can locate it in Account>>Advanced>>Authentication.

I'd suggest to mark their status as offline/away or any other custom status can be created. You can later keep track of everything using Omni Channel DataSet in Explore. 

Agreed with your use case. We also reached our limits when using APIs and our agents were left hanging and couldn't answer tickets because our services use API to transmit information to customers using APIs. 

Hi Taggart, 

It's easy to understand and provide more flexibility. Filter by roles inside Team members tab and you can see how many light/other role agents available. 

Hi Ryan,

We're working on automating processes in Zendesk to improve reporting and tracking accuracy. However, we've hit a snag with visibility in trigger components.

Take a look at the screenshot I've attached. It's not giving us much info on which trigger component was changed. While we know it's in "Notify by Webhook," there are no details to expand on—just three dots.

We need clearer visibility to pinpoint what's been modified. It'd be also good to make a button available inside the Triggers/Automations tab to lead to audit log or that on expanding show 15 recent changes. In this way it'll become more transparent for anyone who's starting out as an admin and more user friendly. 

As Sydney said we also have couple of admins and other department people working inside Zendesk and if we can setup notifications based on different criteria that'd really help in keeping track of everything. 

Agreed with you @Sydney. These features should be part of Zendesk to keep track and organize it and audit our triggers. Plus, these will also help in transitional phase as well. 

We have around 665 active triggers in Zendesk and we also have multiple admins working on simultaneously. Currently we don't have any native to Zendesk logging system that can log any new change in Triggers/automations and solely depends on manual logging of those events. 

It would be really nice if there was a way to have it natively supported in Zendesk instead of building a custom tool

It would be great if we could see agents time spent in each status separately and collectively. We want to make sure that we know how much time they have spent in each status historically so, we can spend time on focusing on increasing the productivity. 

If it's possible right now instead of Drill In feature please route to the specific document. Drill in is a good feature but doesn't give the complete idea and a very vague one only.