John Baldwin

Are the documents and requests pages something already accessible to an admin, or is this something I have to build from scratch?

 

Tom Weinstock:

Can you post links on how to use the custom JavaScript?

I am a newbie to Zendesk (and a very busy software engineer).  JavaScript is pretty easy but I don't know all the little details on how Zendesk uses it for customization or integration.

 

We need end-users to see our ticket statuses in the Zendesk instance I help manage, because our end users aren't our end customers, they are a handful of close business partners who are our mutual customers' first line of support -- they file tickets with us when the problem is too technical for them to resolve.

Under the current system, they cannot see which tickets are still awaiting triage, as opposed to being actively worked, as opposed to being Pending (holding for the partner or for the mutual customer), as opposed to On-Hold (awaiting an external party or a different part of our own organization).   We waste a lot of time just telling the partners what the latest actual status of their ticket is.