Stephanie McIntyre

“Status is always shown as colored icons to the left of your view's columns; you don't have to add it.”

Why is it assumed that ticket status is relevant in the view, and why can't this be removed?  Something changed over the last week where now we have a ticket status column in our views that cannot be removed.  The view already has an assumption of ticket status (ie, Status Category=Open) and it's redundant to also have a mandatory column.

@Shawna, going to support to “help explore further options to customize” isn't relevant here because this particular field cannot be customized.   Since this is a feedback forum, +1 to having the ability to control what is actually in the ticket view rather than having a mandatory column that cannot be removed.

+1, very frustrating that one cannot discard unpublished changes.   It has been 2 years, are there any updates on this?

Thanks for the quick reply.  To me this implementation is not what the general community requested in https://support.zendesk.com/hc/en-us/community/posts/4409222521242-Change-text-colour-in-Ticket-editor.  We simply want to be able to edit text colours in the emails that we are sending to customers  (our group is not interested in enabling Chat or agent workspaces).  When will this be available to non-agent workspaces?

This feature is not showing in our instance, how do I enable?

+1 to this!  Our use case is when a certain macro is applied, we want to automatically remove everyone in the CC list.  I am also looking at triggers or automations that would do the same either on macro application, or if the case is received from a certain user.  But none of those apply either.

After discussion here: https://support.zendesk.com/hc/en-us/community/posts/1260803963429-Line-breaks-in-ticket-comments-formatted- and case 6741179, I have been informed that it is not possible for the placeholder {{ticket.comments_formatted}} to retain the line breaks of the previous comment.  This placeholder really is useless without being able to maintain line breaks of the previous comment.  I am providing feedback here that this placeholder should retain line breaks of the comment.

Hi Nina, thanks for the response!  In my vision, I'd like to see a condition:  "Organization is"... and then give the option for Created / Updated (this is very similar to a condition that already exists for Tickets... Ticket is Updated, Ticket is Created)

Then for the action on the trigger, "Notify Target" where I will use one of our already created target email addresses

I am looking for a way to trigger a notification to my team whenever an change has been made to an Organization.

That is - we currently track account status within Salesforce, and have integration set up so that certain fields are linked between an Account in Salesforce and the Organization in Zendesk.  There are a few different use cases where a change could be made to an Account/Organization, completely unrelated to any open ticket.

For example, we track active support contracts through custom Organization fields. If there is a change to the contract status within Salesforce, this constitutes as an Organization update in Zendesk, and the "Updated" timestamp of the Organization changes. I don't need to know specifically what changed, only that "Your organization has been updated" and it should trigger based on the "Updated" field in the Organization changing

There are triggers existing right now but they are all based on Ticket activity.  Again the change could happen completely independent of any ticket being opened, so we need to be updated just based on the Organization only.