Jordan Premick

Git-Zen Support

That's a cool extension but if that runs while a team member in the ticket, I'm assuming that'll mess with their experience.  The views themselves should be refreshing/working in the background so whether the user is using PLAY or coming in and checking the views, it should have up-to-date information within ~3 minutes.

Pretty nuts that this hasn't been implemented in almost 4 years.  As innovative as ZenDesk has been since coming to market over 15 years ago, some core features that competitors are bringing to market are starting to make ZenDesk look stale.  

The reporting features are great but UX and speed for responses needs to be a key focus going forward.

The lack of an automatic refresh is an oversight.

Are there any plans to increase the max file storage per field?  I am using Sticky Notes as a way to track internal escalations and using another integration to map that information into DevOps.

The issue is that we are starting to hit the 67KB limit on custom fields.  The lack of rich text support and low data limit per field is a gap in functionality with competitors like HALO and SalesForce case management. 

 Please consider this on your roadmap as a future update along with some of your other changes.

This is a great option for many reasons to answer your questions:

• How would you expect the pinned note feature to work? Would you like to be able to edit what you pin?

It should be editable and it should be a specific option under the different channels(Email, Internal Note, Phone Call).  The label of it should be decided by a UX person but it should be something that is meant as a 'important ticket notes"

• How would you expect the permission to work to edit the pinned note? Should everyone has the permission to remove/add the pinned note?

I think it should act like versions and be approved by the current assignee of that ticket or stack up comments on that specific note.

• How often do you expect to use the pinned note feature?

We're about to adopt and go-live with ZenDesk but we're hitting a roadblock based on how the team currently uses HALO as a place to keep track of escalation information of a case.  So to answer the question above, A LOT.