Jebby Miller

We need to be able to change how the side conversation presents itself in Slack. We want some custom fields to show up in the main message without needing to click on it. 

We love the “Play Button” workflow, but there's a problem with it we're trying to solve; our admins frequently audit tickets and review them to see if we can assist our technicians (since we're all tier 3 technicians in addition to being Leads or SMEs, etc. ) and we're finding that us auditing and reviewing tickets is interfering with this workflow. 

We need an option to allow agents to use the play button without it skipping tickets that admins are reviewing. Is this already a feature and I'm simply not seeing it? 

This is still a much-desired feature!

This would be incredibly beneficial to us, as well, as we'd like to see the Organization field for linked incident tickets and we have a custom field for the repair ID that we would also like to see in that view. Permitting full customization of this view just makes so much sense. 

This is truly an absurd problem to have. It affects Zendesk customers and their customers' customers.