Richard Leal

This has been getting requested since March 1st, 2017 with over 30 up votes. Why does it take Zendesk years to actually take feedback into consideration but they have no problem continually pumping out new features that again have more feedback? This has been getting waited on for 3 years along with many other things. When can we expect project management to take this in?

Sadly Lateesha this will probably never get fixed. They have the similar things with chat where people have been requesting things for over 3 years and they never push to get them looked into. Zendesk likes to push out new features but they don't really spend time fixing/correcting/improving what is already out on the front end. They do a lot of back end stuff but they don't really focus on front end customer experience. They have over like 150k customers so the 10 - 20 up votes these get they don't really tend to focus/care.

This should seriously be something that Zendesk should be actively fixing. We had to turn it off because this feature lowered our satisfaction by 4% due to constantly lying and misleading the customer. This is also a known feedback issue that appears to have been around for a while (over a year) but is actively ignored and it seems they don't want to fix despite it being relatively easy considering it is already built. What I guess would be the new question is why does Zendesk actively want to have our satisfaction lowered instead of building something that would assist with customer satisfaction?