Katie Yoder

Hi support,

I understand from https://support.zendesk.com/hc/en-us/articles/4408821805338 that it is no longer possible to adjust the agent idle timeout period for Chat.  I would like to request that this feature be added so that small teams of agents can stay active all day without worrying about breaks.

We don't create organizations for all of our customers because we want them to be used primarily for larger customers.  It would be nice if it was possible to search for open tickets based on email domain so we can still check on related tickets from customers at the same company.

+1 for me.  My entire team should have access to our dashboard but they do not want or need email updates every time I publish changes.  I am also the only person that requires a scheduled delivery email.  
As the manager of our dashboard, I am now forced to decide to make the dashboard private, or spam my team.

Our organization would also benefit from the ability to transfer attachments directly to JIRA.  In large part this is because our developers do not have time to search through the ticket chains for the appropriate attachment when they are investigating an issue.

The ideal implementation for us would be that the Zendesk agent gets to choose which attachments are transferred to JIRA.  A bulk transfer of all attachments would just lead to overwhelming clutter.

@all, my understanding was that the authentication to download option only requires that the person have a zendesk account.  It does not require that they have agent status.  While it's not ideal, couldn't your developers create end-user accounts in your support portal so that they can then download files using the secure links.

This would benefit our group as well.  Finding out if an email is blocked our bounced is far too difficult and often gets missed.

A monthly report would be great for our team.  Less frequently would be workable but not ideal.

This would also benefit our team.  We are trying to implement a review process for our help articles to ensure content remains up to date and relevant in addition to investigating articles about the same workflows for improvement and new feature opportunities.

As mentioned in Facebook Integration - reply to comment, replying directly to a comment makes it much easier to ensure users see agent responses.  I think it would be really beneficial to our users if agents could reply directly to community comments rather than just adding an additional comment at the end of the post.  This would be especially helpful when we're beta testing a new product and routinely get several comments in the same post in a short period of time.

Pretty pretty PLEASE!  There is a lot of overlap between our programs and duplicating articles is becoming a large burden on our staff.

I find the current table editor so unfriendly that I gave up and simply add pictures of the tables I need.  This is obviously not an ideal solution. It would be REALLY great if the table editor could be simplified.  Also, some additional documentation and clarification on expected behavior and how-to's would be nice.