Andy M.

Hi Everyone,

This thread has been silent since 2023. Would anyone know if ZenDesk has added the ability for agents to participate in the CSAT? We also use the ZenDesk for internal company collaboration. Our agents are also customers. So our ability to use the CSAT is not possible because all our staff are also agents. We use ZenDesk for departments to submit request to other departments. Since we are all agents of our own department, the system wont allow us to use CSAT to provide feedback as a customer when we are interacting as a customer to another department. 

Hi There, is there a way to enable so agents can participate in the satisfactory ratings? We use ZenDesk for internal staff support. For us, ZenDesk is growing, which means more and more staff are being assigned agent licenses for their respective department customer service. Per this article, agents cannot participate in the rating system. This is a problem for us because our staff use ZenDesk as agents for their own department, but they are a customer to other departments. Causing the customer the inability to provide rating feedback. Example, HR submits a ticket to IT for help. But the HR staff are also agents in the system for their assigned incoming HR requests. Thoughts?

We'd like to share our support to better manage which incoming emails are flagged for suspension (blacklisted), vs which incoming emails are approved to generate new tickets (whitelisted). We have some internal systems integrated with ZenDesk. We do want to allow our internal systems to send emails to ZenDesk to generate new tickets, but we need the ability to suspend some incoming emails using keywords in subject/description from the same internal system to avoid creating duplicate tickets. 

Currently ZenDesk only allows to block an incoming email domain, which would block all incoming emails. This is an all or nothing approach. This makes its practically impossible when attempting to integrate systems through email communication; especially when the other system doesnt offer an API solution. 

ZenDesk enabling the ability to manage the blacklist/whitelist suspension rules using keywords would open the possibilities of further integrating thirdparty solutions and creating automation.

I would agree with the 'Last Edited Date' field. If an article was created 5 years ago, but it was edited just 3 months ago, the article is likely relevant and up to date. This is important to maintain quality control of articles that are being consumed by end users and the answer bot. 

The date created doesnt quite do the trick. The last edited date, or the most recent published date is what would assure quality control. Making sure the article is up to date, current, relevant, and accurate. 

I'd like to report any articles that are growing old, or out of date. This will ensure quality control in that our library of articles are not growing out of date, or no longer irrelevant. I wouldnt want the answer bot, or our users to reference old articles that are no longer relevant. How can I report on all my articles, and display how long its been since they were last edited. 

I would need to either sort by last edited date.
Or I would need to filter by last edited date.

I would like to enable my agents to be able to edit or delete comments. This should be a decision of the administrator to enable or disable the ability for their service requests to be edited/deleted. Not sure why ZenDesk company feels the need to enforce such a strict refusal on this. Give the option to your clients. 

My previous employment we used a ticketing system that allowed us to edit or delete comments, and we used that feature sparingly, and appropriately. It was a nice feature to have.

I agree with this request. Loading a max of 30 tickets per page is too restrictive.