Dana Coffman

Thank you knowing how it works helps. Is there a better practice for when we no longer need a value in a field to make sure we're maintaining integrity of the data?

We've been using Zendesk Support for about 1 & 1/2 yrs now.  We have some custom field values that we no longer need so I am trying to identify the best practice for removing them without causing chaos in tickets and Explore.

Only options available are to delete, sounds ideal so users no longer see the value. 

What happens to tickets that aren't closed that have the deleted value?  How is Explore affected?

Example - If I have this list and want to remove Grapefruit, but have 10 solved tickets and 15 Open tickets with this value.

Agents keep reporting an issue with the Talk Icon in Support disappearing.  If they reset their browser then it appears, but sometimes that doesn't even work.  No one has made changes to our company or the agents access when this happens.  The agent is taking and making calls just fine and then all of a sudden the icon is gone.

Reporting when Tags change at Org, User or Ticket level would be awesome for our data analysis. 

I am wanting to sort by Assignee name, but clicking on the column header is only giving me a box to rename, it is not sorting.

I have made sure "Allow column sorting" is checked, but still not working.

Is there a way to get a report of Agents with X tag regardless if they have Tickets or not?

We added Tags to Agents to identify the supervisor they work under.  We want a report that shows the Agents name and the tag of the supervisor.  I don't care if they have tickets or not.

When viewing an organization it shows all tickets.  I am looking for an app add on that would allow me to view tickets that meet X criteria.  It would be nice if it could display either as a dropdown option by Tickets or in the right hand column.  

I would like this app to just automatically come up with a list and link to the tickets that meet this X criteria automatically.  

Looking at doing a SOW for customization, but seems like something there should already be an app that can handle.  Thanks for your help.

Dream app I would like

YES, this would be awesome please!

YES, this would be awesome!

Work around helps, but is a clunky option for a tech company honestly.  

Instead of picking the Requesters phone#, I have to select "Enter a number" to enter the same phone# again just to change outbound caller ID.  Should be a smoother fix.