Zach Johnson

+1 Why can't end-users update ticket fields if a field needs to be changed? Obviously this should be configurable (editable/not editable) when the ticket field is created.

Wanted to make sure everyone on this thread aware of this:

https://support.zendesk.com/hc/en-us/articles/215587317-CCs-for-end-users-on-Help-Center

Why does this have to be tied to a user? A lot of the notifications that need to be sent out are just so other individuals are aware of the requests that have been opened. If a request needs to be escalated why would you need to have someone senior or executive level be a user, when all they need is awareness of the situation.

What I find puzzling is the fact that an Agent is able to add a CC with no problems (again if they are an existing user), but an end user can't when creating or updating requests? Fine, make everyone within a organization an end user including executive team or senior management. Why not add a field so when they are creating tickets to include those other individuals?

Hope I'm missing something simple, but Jake how many times are you CC'ed on e-mails (not requests) just so you are aware of a product development or need to provide feedback? Our customers need the same level of functionality when requests are made.

I've watched this ticket for a long time now and the workarounds that are having to be done in order to fulfill this request seem to be very labor intensive to manage and setup for specific client scenarios.