Flavio

I believe what Zendesk shows its users through this and many other highly-requested features for small businesses is that small accounts don't really move the needle of development prioritization for Zendesk. 

I think small businesses, who would benefit the most from this feature, don't move the needle very much for Zendesk, unfortunately... if most of their revenue comes from large businesses with dedicated customer service teams, there's not much of a point on Zendesk to pay attention to this.

Not surprised to see another quite valid request stay without a response for 2+ years here... upvoting!

+1 for all the reasons above

+1 for all the reasons above :)

C'mon, Zendesk, be good to us and help us eliminate busy-work as you do so well!

+1

Just found out about the lack of this absolutely basic feature. Such a disappointment.