Jeff Southworth

The full richness of the Zendesk product is awesome, however, not being able to report on the customer comments does not make sense. 

 

The purpose of Zendesk is customer service - why is this valuable reporting data not easily available or accessible to train our support staff and prove to our customers that their opinion matters and that it will be acted upon by Management?

 

Zendesk Support Manager responded saying "Longevity of a request is not a data point we use to prioritize what should be developed; just because it's something someone brought up a while ago doesn't mean it's the most important thing to the greatest number of people. We look at how many users an improvement will impact, how significant/business critical the functionality is, whether it's current state is actually preferable for the majority of users, and what other developments we have coming that may solve for the problem in the future, to name a few of the factors."

 

I would say over 4 years of customers asking for this feature is "significant".