Jordan Kerr

My agents constantly ask me about configuring Acrolinx so the ticket title is always visible, no matter how far down they've scrolled into the ticket. This is not currently possible.

The ticket title is visible in the tab, but if the title is anything longer than 3 words, it's always cut off. And if an agent has multiple ticket tabs open in ZD, it is no longer visible at all.

ZD already displays  Org, Requester, and Status Type Ticket # under the ticket tab, but not the title. For example:

It would be super helpful to my agents if I could configure the ticket title to also be displayed here.

Currently it feels like the @mention feature could do with some additional development.

While I like the idea behind the feature, it's a little limiting to only receive real-time notifications in Support when someone mentions you, or email notifications to notify you that you've been added as a follower to a ticket due to an @mention.

And navigating to my user profile to view tickets I'm following isn't helpful, since it doesn't show me the tickets that are mentioning me that I haven't looked at yet.

What I'd like to see is something similar to other tools such as Jira where there's a bell icon, and when someone mentions you, and you haven't read the comment, it's displayed as unread under that bell icon. Very intuitive, user friendly, and ensures you don't miss a beat :-)

I'm trying to use the software within the designed limitations of the feature set. I completely understand that Light Agents can't add users on CC since they aren't able to make public comments. But a light agent CAN add followers, and can make private comments, therefore they should be able to use the @mention functionality in this specific scenario.

1. Light Agents can add followers to a ticket
2. Light Agents can only create private comments
3. @mentioned agents are added as followers in private comments

The only reason I can think of that this doesn't function is that the @mention functionality isn't taking into account all the various ways that Zendesk can be configured. I'd really like to see this solved.

We use your Time Tracking App and it's great. Recently I set the app to provide a "simplified time submission", but the app starts counting at zero - which doesn't make much sense. As anything under 1 minute isn't tracked (think quick edits).

It would be great if the app started counting at a default of 1 minute. Or if there was a way to configure the default start time.

I would guess what @Lachlan Robbins said above is most likely the case - Zendesk wouldn't want to do this as it would compromise their licensing model.

At the moment we all know a 'Light Agent' can be added on CC to all tickets using a trigger. But it's severely limited for obvious reasons. An answer from a light agent is only visible to other agents in Zendesk - not outside. The light agent has to literally sign in to Zendesk to even see who the end-users are on the ticket even if they wanted to answer via e-mail since they'd have to manually add the users to their outgoing e-mail.

If Zendesk added the functionality requested here, any user could be CC'd on tickets, and if they hit reply on their e-mail, the comment would be public. So you could potentially have an army of non-paying agents all using Zendesk license-free. And selling licenses is the Zendesk model - so it would be business suicide.

Since the ticket's been open so long it seems Zendesk haven't found a way to solve this to date. And in all honesty, I can't think of a solution that wouldn't defeat their current licensing model.

With that said - I'd still love to see a solution to this!!

Would also like to see this and be able to CC external users.