Carol Crowley

My ticket submitters would like the ability to export and download the tickets in their search results in My Activities.

Currently any response to a solved tickets causes it to reopen.  Many of our customers write back with 'thank yous' or 'yes, that worked' responses.  The fact that these automatically reopen tickets causes multiple issues:

1. Feedback requests, problems and incidents that were moved to on-hold and targeted move back to Open, causing confusion among the product team

2. Metrics such as "one-touch tickets", "two-touch tickets", and "reopened tickets" are not able to be accurately tracked

3. Agents must take additional time to re-close tickets.  (I know that this could be done with a trigger, but some reopens are legitimate issues).

Desired functionality: Allow customers to chose whether a ticket should be reopened or allow an option to not set tickets to Open on reply.

Short description of your company (Industry/what do you do?)
We are a software company that produces a web based product and provides support for that product.

Who are the users?
The users are our customers entering support tickets.

What do the users want to achieve and where do they hit the limitation?
Our users provide support to multiple organizations. They want to be able to search for a ticket without needing to specify which organization it is for.  They get zero search results (or incorrect search results) unless they put in the correct organization

Further details:

Many of our customers are in a support team themselves.  Their team support multiple organizations. They often want to look up one of their tickets for some of the following use cases:

• "I remember that someone, don't remember who, had problem XYZ and I want to reference that ticket"
• Their coworker asks for help on a ticket ("Hey can you help me with ticket 123?")
• "I want to look up how many organizations that we support have problem ABC"

They are finding it difficult to search for tickets as the search requires them to pick the exact organization that the ticket was submitted for.

Why is this limitation an important problem for them and what is the cost to them?
This is a very important problem for them.

The cost is time and frustration.  Sometimes the task can seem impossible.  If our customer supports 100 organizations, and they don't remember who had the ticket they are looking for they must go through all 100 in search to find the ticket.

Most of my users have access to support multiple organizations in Zendesk.  When looking at their activities, they are only able to look at tickets for one Organization at a time.  They would like an ALL option for this search.

We would like the ability to customize the filters when searching in Guide > "My Activities". 

We have custom fields, such as a custom status field to indicate if a ticket is feedback or a bug, that our users would want to filter on.

Additionally, the ability to customize how those filters work would be very useful.  Instead of just a dropdown value, having the ability to say 'include these statuses' or 'exclude this status' or allow a user to set a default status so they do not have to change it each time.