Steve W

Any updates on this? Also, is there a way to view IP addresses in Chats? 

How sad is it that the ability to Export macros had to be developed by an extremely helpful USER and not by Zendesk Dev? Although this way is helpful (Thanks Vlad!), my organization uses close to 900 macros, across multiple departments, this way is extremely cumbersome and way too time consuming, especially since we add and remove macros weekly.  

An Export button is ESSENTIAL and takes minimal development time!

Come on Zen Desk, do better!!!

Bump! Still ZD ignores these desperately needed requests 

Since Zen Desk “Support” does not care and/or comprehend the value or how good support works, let me see if I can explain it to them, specific to this issue.

The purpose of Chat is to provide the best possible service to your customers as well as resolve their issue as quick as possible while maintaining professionalism and constant engagement. One of the ways to engage your customer while in Chats is to use include their name. One of the ways to do this as quickly as possible is to use chat shortcuts that include the Chatter’s name. When there is no chat placeholder for the visitor’s first name (only their full name), we need to manually delete their last name before replying, thus slowing our response rate down. If we don’t, our responses seem a bit off putting/creepy, (How can I help you today, Joe Smith; I’ll be happy to help you with that Joe Smith; Is there anything else I can do for you today, Joe Smith).

There have been multiple requests, dating back at least three years to include a placeholder for the visitor’s first name but Zen Desk “Support” has chosen to ignore all of them, not even acknowledging the request. They could at least acknowledge the request and just ignore it like they do most other requests. If this is something they are unable to support, they should at least confirm that and explain why.

It is extremely frustrating that this does not already exist especially since there is a ticket.requestor.first_name merge field for macros.

Again, this feature has been requested multiple times on multiple platforms including on the Reddit’s ZB board without any acknowledgement from Zen Desk.

Yet another one of many extremely important, much needed features that Zen Desk “Support” has failed at implementing!

How is this not available yet? Why would a first name merge field be available in macros but not shortcuts. I see several requests for this feature dating back three years ago. 

Zendesk Support/Development is the worst!!!! 

It's not! I gave up expecting ZenDesk to make this change. With something this simple to change and needed so desperately, requested over about 4 years ago and not implemented yet, one can only assume ZD does not care about its customers nor  their success. 

This is just one of numerous improvements desperately needed  that ZD has cose to ignore. 

This should be an absolute must and I'm surprised ZD doesn't see the importance of this.

Removing a ticket from your dashboard view will make the view cleaner, help to quickly identify tickets that require a response but most important, serve as a safety not to easily miss responding to an extremely important ticket. 

With all do respect, Zen Desk might not care about their customers, but the people making this request obviously do. 

Please rethink not implementing this much needed update. 

Thank you. 

Example of spam emails

Lately we've been slammed with thousands of spam email from Russia, all with emojis in the subject line. It would be great to be able to filter by emoji as all attempts to block spam coming into ZD have failed. 

I'm beginning to think that ZenDesk just doesn't care. Such a simple but important change that they have not implemented. 

Will rethink renewing ZD for another, more robust service next quarter.