Casey Eisenberg

Adding to the request for this thread. At the very least just being able to add tags from CC'd end-users to tickets would be extremely helpful. Has there been any progress?

Hello,

Is there any plan to bring reporting/trigger/tagging capabilities to CC's in the near future? This is extremely important to our stakeholders as we would like to know when high profile individuals get CC'd. Even just a function that could add CC tags to a ticket would be a huge addition.

Thank you,

Casey

Hi Stephan Marzi,

Looking for this functionality. Zendesk told me it was not possible to add organization tags to tickets based on CC's. Can you confirm this/let me know your method?

Thank you,

Casey

Hi Karen Hynes,

Yes I had created a ticket where the team told me since this was still in EAP that was to be expected. For daily totals in agent state I am seeing multiple instances of agents having greater than 24 hours of a certain state in a day.

Thank you,

Casey

Hi Erin,

Thanks for this information, I have been seeing some issues with the data but I understand this is still in EAP. Is there an estimate for when this will be out of EAP and the dataset will be reliable?

Thank you.

Upvoting this as well, most basic would just be to allow CC'd emails to add their tags onto tickets

Shawna,

My issue here is not the honesty of the team but the lack of having accurate timelines. If you stated in 2018 that this would take 5 years to develop and delivered on that plan, I don't think the community would have much frustration. The issue at hand is that your team is somehow promising releases before all of the testing is completed. This puts us in a bad situation with our stakeholders when we are relaying promises that are never kept. 

I don't know how you can now expect anyone to trust timelines of new feature releases. Going forward I will have to wait until the actual release date to start planning for new features rather than have time to prepare my team for them. Please ask the developers to only relay a new go-live expectation once testing is fully completed. Delivering is much more important than trying to appease the community with an earlier release date.

Karen Hynes We are now almost one month into Q4, my team is extremely frustrated that we are approaching the one year mark from when we were promised a release. I would imagine that an actual release date would be set before the start of the quarter it was set to release in but now I am losing faith in a release this year. 

This is very unprofessional even before looking at this thread and seeing this was promised in 2018. If I had a business partner promise a date to me that had to be rescheduled 3,4,5 times we would have severed ties. I understand you are just communicating the progress from the business but some level of priority needs to get placed here after missing this many deadlines. 

Karen Hynes is there a way we could get some regular updates on the progress on this feature? I have supervisors who are asking about this almost weekly since I told them it was promised Q4 of last year. If we could know at least what quarter this will hopefully be released in that would be helpful.

Thank you.

Hello,

Does this feature include group changes that were applied by triggers and not agents? I just created a new routing trigger that changes the group from our default to a special handling team and adds a tag to mark the change. I am attempting to create a report that shows tickets assigned to that group manually vs. from the trigger using the separate tags.

Thank you