Aaron Doane
Customer Support Manager
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Laurie Schafer When editing your ticket form, you can add the Priority field as an optional field for end users to fill out. Once the ticket is entered, the end user cannot change the priority, but...
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Mayank Jain Any and all of the above. Nickolas's response is pretty on point.
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Internal notes are used whenever an agent needs to take a note that the end-user is not meant to see. For example, an internal note may have technical troubleshooting details or may contain some b...
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This is a great idea!
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Raymond Penalosa I believe the Support - Backlog History data set has yet to have the custom ticket statuses added to it. Custom ticket statuses can be used in the Support - Tickets data set, but I...
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Pausible Update - Allow option pause SLA when a response is not necessary
Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences) A way to pause the...
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I've seen this happen when resizing or moving windows from one screen to another. I don't recall what the solution was, but I believe Zendesk needed to fix something on their end.
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Barry Neary, I think that covers my use case. Thank you!
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Omnichannel Routing with Skills - Ability to define wait time by skill
Overview We would like to be able to define the wait time for Skills by each skill, rather than a global setting. What problem do you see this solving? Different teams have different average handl...
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Allow option for automatically setting agent status to Online when the agent is active in Zendesk Workspace
Overview Similar to Agent Status switching to Offline when an agent signs out of Agent Workspace, we would like to see an option for agents to be automatically set to Active when they sign into Age...