Vincent van Elsas

• Feature Request Summary

When a user has no email address set it's still possible to send a public comment. That message is going nowhere.

• Use Case

A user can be added to your Zendesk environment without setting an email address. For example when you create a user manually or when a user is created automatically when they call you. While the user has no email, it's still possible to send a public message to this user. You have the feeling that you're message is going somewhere, but it ends up nowhere.

• Product limitation or missing feature

Notify the current agent or make it impossible to send public messages when you only have email as messaging option installed.

• Business impact of limitation or missing feature

Agents assuming they're contacting customers, customers without responses. I have no figures, as these cases are pretty hard to spot.

Feature Request Summary

When the list of organisations connected to a person becomes long, it's hard to find the right one

Use Case

We have a high amount of users that manage multiple organisations (some even more than 100), and reach out to us for one of these. Right now it's really hard to find the right one when the list is to big. Therefore we lack reporting and we have a lot of miscommunication if we use macro's, triggers and automations.

Product limitation or missing feature

Missing the functionality to search and select an organisation on a ticket (ticketing system) or when (logged in and) submitting a ticket via the help center form (Guide/help center).

Business impact of limitation or missing feature

Triggers, automations and macro's lead to miscommunication and a lot of confusion with both our agents as wel as our customers. Causing unhappy customers.

Other necessary information or resources

See the pictures attached. If those field will be searchable it will be a lot easier.

Feature Request Summary: 

Make it possible to let end users edit their email subject.

Description/Use Cases: 

Our partners are copying their reference in the subject of their email, using their email client. Zendesk however keeps the initial subject of the ticket and doesn't change the title of the outgoing message. Which causes their reference will be lost and they need to search a lot in their internal systems.

Business impact of limitation or missing feature:

Two of our main partners ( ± 30% of the tickets) are working this way. Other potential partners have the same way of getting their reference in email communication.

In the section about 'Importing the CSV organization data file' you say you need to bulk import these in 'users' page, but there is an 'organization' page where you need to import these.

 

Besides that, I'm wondering how I could set up the difference between an organization, location and users. e.g. we have customer A, with locations XYZ and users 1 to 10. How do I set this up best? Can I use Groups for this purpose?