• Comentário oficial

  Gorka Cardona-Lauridsen

  • 15 de dezembro de 2021 16:48

  Zendesk Product Manager

  Carol Crowley Thank you so much for your detailed answer! That's very valuable feedback.

  We are currently working on a feature making improvements to requests display, filtering and sorting. where this feedback is very relevant. We expect to release the first iteration in a series of releases around requests display, sorting and filtering in H1 2022   - though I have to make the disclaimer that this is not a promise.

  I will take your feedback into our consideration for this feature.

  If anyone else seeing this post has the same issue I would love to hear about your use case using this template.
  
  Thanks!

• Dave Dyson

  • 9 de dezembro de 2021 02:31

  Thanks for this feedback, Carol!
  
• Gorka Cardona-Lauridsen

  • 12 de dezembro de 2021 23:09

  Zendesk Product Manager

  Hi Carol Crowley

  Thank you for the feedback!

  I would be very interested in understanding your use case in more detail. Would you be able to share a short description of you use case using this template:

  Short description of your company (Industry/what do you do?)
  You can keep the description very high level and your company unidentifiable.
  

  Who are the users?
  Are they employees, partners, customer employees, consumers etc.? What's their job function?

  What do the users want to achieve and where do they hit the limitation?
  What is the workflow/steps they go through today and what would they like it to look like?

  Why is this limitation an important problem for them and what is the cost to them?
  Does it cost time, is human error prone, make specific task impossible etc.
  
  Thanks!

• Carol Crowley

  • 15 de dezembro de 2021 15:54

  Short description of your company (Industry/what do you do?)
  We are a software company that produces a web based product and provides support for that product.
  

  Who are the users?
  The users are our customers entering support tickets.

  What do the users want to achieve and where do they hit the limitation?
  Our users provide support to multiple organizations. They want to be able to search for a ticket without needing to specify which organization it is for.  They get zero search results (or incorrect search results) unless they put in the correct organization

  Further details:

  Many of our customers are in a support team themselves.  Their team support multiple organizations. They often want to look up one of their tickets for some of the following use cases:

  • "I remember that someone, don't remember who, had problem XYZ and I want to reference that ticket"
  • Their coworker asks for help on a ticket ("Hey can you help me with ticket 123?")
  • "I want to look up how many organizations that we support have problem ABC"

  They are finding it difficult to search for tickets as the search requires them to pick the exact organization that the ticket was submitted for.

  Why is this limitation an important problem for them and what is the cost to them?
  This is a very important problem for them.
  

  The cost is time and frustration.  Sometimes the task can seem impossible.  If our customer supports 100 organizations, and they don't remember who had the ticket they are looking for they must go through all 100 in search to find the ticket.

• Ryan Lemieux

  • 3 de março de 2022 21:51

  We are also very interested in this ability.

  Short description of your company (Industry/what do you do?)
  We are a Cyber MSSP that serves clients that are associated with multiple clients of their own.
  

  Who are the users?
  The users are our customers reviewing tickets relating to Cyber incidents.

  What do the users want to achieve and where do they hit the limitation?
  Simply, if our customer is associated with multiple companies they would like to review ALL tickets associated with ALL companies.

  Why is this limitation an important problem for them and what is the cost to them?
  Cyber incidents are time-sensitive and reviewing a ticket relating to them is important.  We don't want our clients fumbling through every organization trying to find a specific ticket relating to a cyber incident.

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