Rich Talbot

"Currently, Explore can't calculate your self-service score directly as you can’t combine data from tickets and pageviews in the same report."  Would be great if this data could be in the same report so that we could use Explore to create a single report rather than getting the two numbers, dividing and having to use Excel to create a graph.  Any plans for allowing data from different areas to be in the same report?

Yes please!  Scrolling is painful.  Also Jump to Latest Message puts you at the BOTTOM of the latest message so you have to scroll up to the top.  Painful!  Jump to Latest Message should put at the TOP of the latest message, not the bottom.  So either allow us to choose the order of Side Conversations or have Jump to go to the TOP of the latest message.

Is Find and Replace live now?  I don't see it in Guide and could really use it!  Above, it was mentioned this would be implemented in 2022 which has come and gone.

Feature Request Summary: 

Today it is only possible to link an incident to a single problem ticket.  I would like to be able to link a single incident ticket to multiple problem tickets when a customer reports a bug that is actually multiple bugs.  So instead of one Linking field, offer the ability to add additional linking fields when one converts a Type Question to Type Incident.

Description/Use Cases: 

Sometimes a single customer reports a problem, and it turns out that problem is actually multiple defects.  Ex.  Customer reports: "My arm hurts."  Turns out that the arm hurting needs two fixes.  The elbow needs to be repaired and so does the wrist.  They are two separate but related issues reported by one customer.  I want to open a Problem report for the wrist and a problem report for the elbow.  So when the wrist is fixed, I can close that problem and then later when the elbow is fixed, I can close that as well.

Business impact of limitation or missing feature:

This is a moderate issue.  It does not happen frequently, but the impact is that there is no way to communicate in bulk that a problem is fixed if the incident is only linked to one of multiple problems.