Siket, Joseph

I would like to comment here, as even now as my agents are juggling multiple tickets, I am repeatedly frustrated by this arbitrary UI change.  Instead of showing the requester's name, it ought to show the subject of the ticket.  For our purposes, it has greatly complicated matters when working on multiple tickets from the same requester... which happens every single day.  

I convinced my team back in 2017 to switch to ZenDesk because of its ease of use.  But changes like this really are making us look at alternatives, because it seems pretty clear ZenDesk isn't listening to its customers.  If it were an option, that would be GREAT, because everyone has different needs.  But this forced change?  It's not great.  It's the opposite of great.  It's slowing me, and everybody else down.  

I posted this in another thread in Zendesks's community forums. 

I feel like if Zendesk used their own product, they'd see exactly why this is a terrible change, but much like Microsoft and all the other companies out there, it feels like there's a huge disconnect from the people designing ZenDesk's features, and those who actually use it.

I would like to comment here, as even now as my agents are juggling multiple tickets, I am repeatedly frustrated by this arbitrary UI change.  Instead of showing the requester's name, it ought to show the subject of the ticket.  For our purposes, it has greatly complicated matters when working on multiple tickets from the same requester... which happens every single day.  

I convinced my team back in 2017 to switch to ZenDesk because of its ease of use.  But changes like this really are making us look at alternatives, because it seems pretty clear ZenDesk isn't listening to its customers.  If it were an option, that would be GREAT, because everyone has different needs.  But this forced change?  It's not great.  It's the opposite of great.  It's slowing me, and everybody else down.