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New Feature Request: Organization Subscription for Agents
Publicado 25 de jan. de 2024
Hi! I would like to request an enhancement for Zendesk Support!
There is a super handy organization subscription process in place for end users that allows customers to follow all tickets submitted by their organization. I would like to request this feature be made available for agents. Brownie points for making it accessible via Support rather than Guide! Maybe a "Follow" button on the org account that adds the current user to the Organization subscriptions?
Business Case: Many of our current agent groups in Zendesk (such as Consultants, Success Managers, Premium Support, Account Managers, etc) need the ability to follow organization ticket requests. Whether the client is going through a rough spot and needs some white glove treatment or it's a busy season for them or whatever.. sometimes having better visibility is critical for customer satisfaction. Currently, as the admin, I have to add and remove each of these agents (100+ !!!) from individual triggers as they request it. This is very time consuming for me and frustrating for them. Giving them the ability to follow and unfollow organizations themselves would be a huge help!
Please let me know if you need additional details or feedback :)
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4 comentários
Aaron Doane
+1 on this.
This would be a great feature for organizations who have success managers assigned to specific customers. Currently, we are handling this with Triggers, but this results in a lot of clutter.
This would be a great feature!
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Shawna James
Thank you for taking the time to provide us with your feedback and Aaron for adding further support here. This has been logged for our PM team to review, and for future reference, here’s our product feedback template. This template has been designed by community members and PM's to help users provide the most accurate details for their feature request so that we can better understand your use case and needs. You do not need to update your post now but we would appreciate it in the future if you could utilize the template.
For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
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Hope Saldana
Thank you, Shawna! That is a handy template. I have favorited that page for future submissions :)
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Joachim Theils
We are in the same boat. Our CSE's and TAM's need the ability to follow certain important organizations. Adding this feature would make our daily life a lot easier and less dependent on a manager to custom configure notifications.
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