Ashish Sharma

Our internal IT department use Zendesk to track tickets from anywhere in the business. Some parts of the business (such as projects teams or customer success managers/sales) need to be able to see tickets and provide notes to assist the client support team in getting it through to resolution, and therefore have Light Agent accounts. They will also need to (at some point) reach out to the IT department to have their personal technical issues resolved (computer, software, network, access requests, etc) and the IT department now have a CSAT KPI. I have now discovered that Light Agents cannot provide CSAT ratings because of this limitation. Please can you get this feature on the road map for 2019. 

@Pierre I would like to see permalinks to specific comments prioritised first. Having a ticket summary would also be useful however for us its quite common that tickets get long and my team have to then ask people to refer back to a comment on which in itself can be difficult to find given that:

1. Updates over the recent few days start with a "today / yesterday / Monday" instead of the actual date - you have to hover over the timestamp to reveal the the actual date. This is made more difficult for high priority issues where we're dealing with service providers and copying/pasting in their emails as private notes, and such priority issues often have multiple updates in a day so over the course of 3 days there could be up to 30 updates. Couple this scenario with my team dealing with multiple high priority tickets and updates, they end up spending more time than necessary to first find the update, and then whoever they need to communicate the comment reference to will also spend just as much time trying to find that update during a stressful situation - as you can imagine this is not fun.

2. The text is light gray in color so not always easy to spot when your trawling through endless texts.

This would be so useful for us to have both suggested changes implemented. 

Totally agree with this. I'm amazed that this also is something that is missing from such a flexible tool like Zendesk, where it seems to be so common in other service management tools. Surely each ticket is referenced somewhere in the code, with a unique identifier that can be used to then create a hyperlink? I know I'm probably oversimplifying it, however I do agree that when tickets have many comments, its easier to refer the ticket requester, a CC, or another agent to a specific comment within that ticket (and yes, this use case for us is very common).