Jennifer Morris

@Scott Allison, how is this progressing? I need a more granular time for reporting and sending automation emails for the SLA breaches. I still only see options for 1-hour increments in the automation menu. I need to let the agent know 30 minutes after a ticket is created if it has not been responded to. We are onboarding a new company and they require even more strict guidelines for SLA notifications. I see that we can change the SLA times to minutes but what good is that without a notification vehicle to let the agent and their leads know the SLA is in danger of or is breached? This is critical.  

We would also like the ability to search deleted tickets or a way to filter by group, form, requestor, etc. 

Feature request. We would like the ability to sort suspended tickets by the email address to which they were sent, the title, and the sender.  We have a lot of groups that have incoming emails that are caught regularly and I would like to empower the leadership in these teams to be able to recover their own suspended tickets. This would be made easier if they could sort by the address they were sent to. We also get system-generated emails from our customers that get caught up in the suspended ticket folder. Allowing us to sort through the multiple pages of suspended tickets to pick those out quickly would be much appreciated. 

We would like to see the “required to submit a ticket” feature for ticket fields on the agent web form as well. 

We are a large international organization using Zendesk across multiple countries and groups. We have to have additional features with the Custom Status to include: Multiple color options, the ability to rearrange the statuses by form and show the status instead of the status category in outbound email communications, and the customer help center form. 

I would also like our account to be added to the exclusion list for the disconnection service. 

I need to create a link to allow the agents that have been added as followers the option to unfollow a ticket by clicking on a link. I have a group transitioning from Freshdeskt Zendesk, and they currently have this as an option. They can also customize the emails followers get and create triggers around followers specifically. Is Zendesk planning to expand the functionality for followers? 

We also need this feature. This is quickly becoming a point of contention with my internal customers. They are demanding this feature or we will have to move to a different platform. 

Hello, has this feature been added? I am onboarding a different brand and need this feature for their use requirements. 

We have over 50 groups wanting different statuses. Do you have an ETA on when the Groups option will be added to this feature?