Predz (StarRez Inc.)

+1 for this one. Our Help Centre is locked down and users must be authenticated to access it. Having the Messaging widget create new users every time a chat is initiated isn't acceptable in our situation. We cannot move over to Messaging and/or start using Bots and the AI Agent in Chat without this.

Hello Product Team!

We have recently decommissioned the email channel in order to shift customers to our Help Centre. Since the change, we have seen a dramatic drop in screenshots being provided by customers. We are also receiving a number of complaints around the cumbersome nature of using attachments for images in the Ticket Form compared to inline images in an email client.

Screenshots alone increase the efficiency of Agents and Time to Resolve, more than any other feature in the product. Our resolution times and One-touch Tickets are being impacted. The ability to paste inline images in the Ticket Form (like Agents can do in the Agent Workspace) would be an absolute game changer.

Right now, we might need to go back to email. Which would be unfortunate as we are trying to move traffic to the Help Centre as we have a vision to embrace AI and Messaging.

Thank you for your consideration!

+1 for this one. We utilise this functionality a lot to track major issues and outages. Being able to see more useful data under the Incident view would assist greatly in cross-departmental collaboration. 

Hello,

I just wanted to add my support for this enhancement. We are a global company with many lines across 3 regions. Right now the default line is a UK number, which is our smallest team. Every other Agent needs to manually change the outbound line before making a call. This is really detrimental to our efficiency. Hope to see this in the product soon. Thanks!

+1 

It's rather redundant having the "Follow" button show when Comments are turned off if it actually doesn't do anything.

Perhaps you can look at hiding the button when Comments are disabled as an alternative.

If you all do implement notifications on article updates, that should also be a per Article Setting to avoid spamming followers.

Thanks!

Hello,

I thought I read somewhere that Zendesk was looking at moving CSAT to a Likert scale. Is that a thing you all are looking at?

Thanks!

+1 for this. We are a software company that uses a drop-down field to track Product/Module type data. We would love to deactivate legacy items without losing historical ticket data. Please can we have this. Thanks!

+1 - We have the exact same use case as the original post.

+1 - We can't really use Explore if we can't exclude merged tickets. Is there another way to exclude merged tickets other than using the Tag? This is very important for our performance indicators.