Sophie Anderson

Like this 😊

Doing this worked before mid-January 2022 when I raised a ticket with Zendesk Support.  Your Agents have said they are not sure why it no longer works and have suggested some workarounds, but I think it looks a lot cleaner as per above image, rather than a long string of text.

Yes, Scott - that is what we are doing currently.  But previously we were able to use the placeholder  {{satisfaction.rating_url}} to hyperlink text such as 'To give us a quick thumbs up/down or to leave feedback, please click *here*'.

We would also like to see this enhancement OR the ability to bulk update some or all tickets at one time.

Related, we'd like to see a column for 'updated' in the Problem Ticket's Incident ticket view, so if we're updating customers separately we can see if we 'missed' any of there's a large list.  Currently on a problem ticket you can see all incidents but no date - this would help for 'at a glance' monitoring.

We'd also like to see a column for 'updated', so if we're updating customers separately too we can see if we 'missed' any of there's a large list. Currently on a problem ticket you can see all incidents but no date - this would help for 'at a glance' monitoring.

We'd like to be able to hyperlink text in a Macro using our ticket satisfaction survey URL placeholder: {{satisfaction.url}} 

This worked up until January 2022, but no longer works as the link it generates breaks.

In the field dropdowns in the ticket form, we’d like to see the options available appear in a ‘most used’ fashion.  We’d like to see our most selected options appear at the top on a per Agent basis.

Hi Alina,

Thanks for your reply.  We agree with Chandra's comments and the only other thing to add is that we'd like for Agents to be able to copy text from any read-only fields as they contain customer numbers/IDs that we would want to be able to copy&paste as to avoid human error with important information.

We have Master Data Management (MDM) in place, and many of our 'Organisation fields' are populated from this system, so Agents should not make any changes/edits to them.  Could there be a way for these fields to be greyed out and uneditable so that Agents could copy/paste data from these fields, but not edit them?

We would like the thread in side conversations to appear with the most recent update/message at the top instead of needing to click 'jump to latest message' which sometimes does not work.  The ingest and ordering in side conversations can be confusing, but having the latest update at the top hopefully should help this.

Yes - this!  or some sort of 'at a glance' view so all Agents can see how many people in their Team/Groups are online on Talk