Kirill Akimov

Hi Noelle Cheng, there is no designed by Zendesk way to clear fields, so I'm not sure if even what I suggested above is reliable solution. 

Feature Request Summary: 

Making it easier for the end-user to mark their tickets as solved without a need to open Help Center would benefit customer support team in getting more accurate statistics. 

Description/Use Cases: 

In our company, we use email as a main channel for communication with our customers. It happens pretty often when the last comment from an agent resolves a customer's issue, but we expect a customer to confirm that, and they don't come back with feedback, thus the ticket is left for a while in Pending status. It will be marked as solved by an automation, but while it's within Pending status, it increases Ticket Resolution time metric.

We presume that if a customer had a link right in their email by following which they could mark the ticket as Solved, we would get more tickets moving to Solved status earlier.

Business impact of limitation or missing feature:

This would be a neat feature that would help us to calculate Ticket resolution time more accurately.

Hi team!

I recently found a UI bug in suggested reply functionality. Steps to reproduce;

1. Open any ticket with suggested reply.

2. Start typing own reply with capital letter. It will be impossible as UI doesn't let us do this action.

Workaround:

You can press arrows (left, right) or ESC button to reject the suggested reply and then start typing from the capital letter.

Hi team!

 Just recently, my team started to see the second scrollbar in the ticket composer which related to suggested reply. I think it's a UI bug.

Steps to reproduce:

Open any ticket where a suggested reply supposed to be, otherwise it works fine.

Hi team!

Is it possible to somehow sort tickets by Ticket Form on an Organization/User Profile page? I'm referring to these views:

https://{domain}.zendesk.com/agent/tickets/{ticket id}/organization/tickets

https://{domain}.zendesk.com/agent/tickets/{ticket id}/requester/requested_tickets

Hi team!

I faced recently a problem that limits our light agents to see who is listed in CC of a ticket, I presume it's the same for the list of followers. As Light agents are not allowed to edit any ticket fields, for them those fields look collapsed and grayed out. If there are more than 4 users listed in CC field, they can't see all of them as the field is collapsed. 

Feature request:
Is it possible to create a help window that will appear when you hover CC field with mouse pointer where we could see the whole list of CCs?

Hi Zendesk team!

My company that uses Zendesk has got several complaints from our customers about formatting issue in the comment composer from their end. It's not that easy to reproduce it, but as it a customer facing portal, this kind of problem casts a shadow on our reputation as the impression of using Help Center is tightly connected to perception of our company in general. Unfortunately, we can't address this issue and this is purely Zendesk's responsibility to fix it. It's a simple little HTML issue, but it influences us a lot.

Issue:

When an end-user typing a comment, sometimes paragraphs suddenly become light gray. It's not a signature because it appears randomly.

How to reproduce it:

I couldn't find a dependency between the issue and what text should I type to reproduce it, but you can reach me out, and I'll provide some tickets examples (can't attach a screenshot here, there is no possibility to do it here). The important thing here is that the whole text is black before an end-user clicks submit button. Only when the comment is posted, we can see that some paragraphs become gray.

Feature Request Summary: 

Make “Lock” icon more clear in terms of meaning.

Description: 

In Help Center articles, if the article is private (visible only for admins and agents), we can see a “Lock” icon on top of the article's name. 
Is it possible to add to this icon also following text like “For agents and admins” or anything similar, so that it would be meaningful right from the first glance.

Feature Request Summary: 

Create new custom field type, Date as a timestamp.

Description: 

The granularity of current date custom field is a day. If we set any date to the date field, in Explore while building statistics we will see something like “2024-01-30T00:00:00”, where hours/minutes/seconds are zeros. It could cause some mistakes in calculations if we try to measure time between Ticket created date and the date set to one of those custom fields. For example, a ticket was created at “2024-01-30T16:45:00” and an agent set to a custom field date of, let's say, when the discount was provided “2024-01-30” (the same day, but few hours later after ticket was created). If we calculate the time difference between two of those dates, we would get a negative number, like -16 hours, because hours/mins/seconds were not stored.

Business impact of limitation or missing feature:
1. [in Explore] The absence of such precision doesn't let us calculate exact amount of hours between system events in Zendesk and our custom events, thus we can't build our custom KPIs that measure agents reaction in various workflows. 

2. Also, when we use date comparison in triggers or automations, we can compare only dates, but it's not possible to compare date of events where the exact time matters, consequently, we can't run triggers and automations closer to the actual date of condition we require to be satisfied.

Hi!

In my Zendesk instance, we faced a problem when one particular organization has various domains that can be easily listed with regex, for instance: a.abc.com, b.abc.com, c.abc.com and so on. In this case, a regex could be like “*.abc.com”.

The only way how we can handle that now is to manually track all requests and add domains one by one to the list. Obviously, it leads us to the situations when some users are not classified as customer of the org as they have “unknown” domain, consequently, we can't process their tickets according to the org's policy.