Eli Towle

I would also like the ability to opt-out of this 37-month data retention limit, whether for an entire account or for individual reports. This change makes Explore largely useless for reporting on annual trends. Furthermore, I've never experienced performance issues with Explore, possibly because our ticket volumes are lower relative to larger companies. In that regard, this change is a strict (and major) downgrade for us.

+1!

Many of our agents rely on trigger emails to learn about new ticket replies. These notification emails include the latest ticket reply, allowing the agent to immediately prioritize the ticket and even begin working on the issue without opening Zendesk. Side conversation reply placeholders would allow this same workflow for updates to side conversations (and save agents a handful of clicks).