Nora Krogoll

That would help us as well! :) 

Hi Stephanie, 

thanks for your contribution! I absolutely agree. Could you add your comment to the following post? Function 'forwarding as e-mail' – Zendesk-Hilfe

The Zendesk team commented and said there that the product team will have a look. So maybe another comment might help :) 

Thanks! 

Best Nora

Hi Adam,

it works for us to add the column "status category" for it to be shown colour coded. But maybe that is not what you are looking for? It does look like your columns and the corresponding content is not aligned. Did you talk to tech support? 

Hopefully this helps. :)

Best regards,

Nora

We would appreciate a function like this as well! 

Hi Noly,

thank you for your response. One of your support agents suggested that I post my question in here because they seemed to think that the function was actually only meant for public replys. I will recheck with my team about their experience, maybe there is a delay in some automatically created internal notes that gives the described impression. 

Thanks! 

I was just looking to add a post with just that request. It is really frustrating not being able to see the e-mail address when we forward it and it complicates things. I think that this should be fixed easily and hope that the product developers will consider it. 

This has nothing to do with data protection. Why else should someone forward a ticket if not for the receiver to do something with the information. 

Hi Leafworks, 

thanks for your work in the overall community! 

I was just looking to add a post with just that request. It is really frustrating not being able to see the e-mail address when we forward it and complicates things. I think that this should be fixed easily and hope that the product developers will consider it. 

Hi all, we noticed that when you click "jump to latest message" on a ticket, the ticket often only jumps to the latest public message, but not the latest private note. This makes it easy to miss a note that is newer than the latest public message. We would like to be able to adjust this in our settings. Is there a way? 

I have to agree with the previous posts, that a real draft function where working together on replies would be very helpful. 

Adam Glover mentioned the Cancel Ticket Submit app and I believe that that functionality combined with the possibility to collaborate on a response would be ideal. What is also missing in the app (and the draft function) from our point of view is the possibility to have a glance at how the ticket will look like for the customer that receives it. 

Either integrated in this function or seperately from it, I think this could improve the feeling of security especially for agents that are new to Zendesk and new to the concept of sending a response without seeing all elements of it (such as which previous messages are being sent with it, as it would be with a classic mail response). 

Hello,

this is definitely a function that we need as soon as possible. Aside from possible unnoticed mistakes by service agents that enter a wrong e-mail-adress, we also have an issue regarding proving that we sent out an email for legal reasons. 

Please integrate this basic function! 

Thank you.