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Hey Shawna! Thanks for the reply. For my own edification: I did use the format you've referenced here but it sounds like the preference is for the headings to remain within the text, is that right? I have gone ahead and added them back in.

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)

Would love to have notifications push a warning BEFORE you hit the rate limit for Zendesk's APIs or the ability to set up external monitoring tools would be a huge win and help prevent service interruptions for teams leveraging the Zendesk APIs.

What problem do you see this solving? (1-2 sentences) 

The additional detail in the API Dash, while helpful, remains a reactive solution. Sending a notice when we're approaching the limit OR enabling us to hook up other monitoring tools (e.g., DataDog, PagerDuty, etc) to notify us is a necessity to us really leveraging them in earnest.

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)

For more clarity: we have clear opportunities to reduce effort internally or for our customers using the API, but we have to weigh the need to monitor its behaviour manually against the benefits of the implementation. As a result we often have to choose less impactful solutions in order to ensure lots of space for the calls of our existing solutions. This is something we are dealing with at least once a quarter.

Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)

No. 

What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

Ideally I'd love to monitor this as part of our existing tooling (i.e. third party) but even the ability to schedule an email or push a slack notification to the responsible team at a particular % of use or error threshold would be a huge improvement over current state.

The additional detail in the API Dashboard is great, really appreciate the work that the team put in there. It's certainly much easier to diagnose the source of problems using that information.

Allowing notifications (email/slack/teams etc.) to push a warning BEFORE you hit the limit would be an incredible additional piece here. That or enabling us to set up external monitoring tools would be a huge win.

Hi @..., I see my mistake (I wasn't on the first page of comments) and thanks for the clarification.

For anyone who was having the same trouble as me, click here to go directly to that post: https://support.zendesk.com/hc/en-us/community/posts/4409217609882/comments/4409242780058

Thanks @..., appreciate you getting back to me. Thing is: how would one filter for suspended accounts? You've updated the official response to suggest:

Regarding the history of actions on a user object - there is a feature called "Audit log" in the Zendesk Admin Centre that may help. It can be accessed from 'Admin Centre > Account > Audit log'. 

With no way to filter to show suspensions it's pretty tough to find what you're looking for. In addition, if you're looking for a list of currently suspended accounts they could stretch back to the beginning of your account.

I just want to be really clear here: I'm looking for a current list of suspended users in our account that we can review to determine if they have been suspended in error. 

If the audit log is the best suggestion you have then what you're actually saying is it's just not possible right now. Is that correct? Thanks in advance for providing further clarity.

At present the workaround described in this article results in a timeout error for our account. Are there are any, other solutions available or a more recent update? (the last one is from October of last year).

Would love to add my voice here as we have found it significantly improves the experience for our customers to have their current agent remain in chat until it's fully handed off to the new agent. Without it it can feel like being abandoned.

Having to do this through the API is time consuming, and reporting via tags isn't reliable. I would count this as a high value report and would love to see it added!

I'm also looking for this feature. There are many cases where we have sent a message to our customers in a trigger and the only way to indicate that it has happened is a tag. I would much prefer to include a note that the message was sent, and provide the agent picking up the ticket with further instruction.

In addition, there are several cases where we have tickets created on behalf of customers by folks in other parts of the business. In cases like this, it's incredibly important to flag for the agent that they will have to change the requester on their ticket before responding.

Having to rig up a strange confluence of 3rd party solutions should not be necessary for something so basic. In my ideal situation there is another action available on triggers to leave internal notes with further steps when a trigger or automation has been run.

Thanks!