Chris H

Hi, just adding my support for this request. We need to be able to report on both the CC'd and Followers on tickets.

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue

Zendesk have recently launched an app for Workday. It would be great to have a similar app for SuccessFactors, as our agents are frequently going between the systems.

What problem do you see this solving?

To improve agent efficiency by getting the necessary information directly in Zendesk instead of going between the different systems.

Are you currently using a workaround to solve this problem?

We have added several custom user fields to help workaround this.

What would be your ideal solution to this problem?

A similar app to what you have created for Workday.

I agree! We have at least 20 schedules to update each year. The ability to recur (e.g. on the same date or the following Monday if it hits the weekend, or the First/Last Monday of the month) would be a great help.

Just wanted to say I added this into our instance and it solved a big problem. We recently added a lot of extra conditional fields and the requests screen was looking quite messy. If either an admin or the original poster could edit the original post with the minor adjustments suggested, that would be very helpful for others who need this. Many thanks though!

We recently added some additional ticket fields that appear conditionally when they select a certain category from our dropdown list. I was provided this tip, which I will try, but it would be great if if the system just hid those fields from end users when the conditions are not met.

Hi Naomi, I didn't build out our Explore dashboard but I believe we are using the tag to help filter out in our customised dashboard.  We are not excluding any other tags at the moment. You could have a custom reopen field with additional reasons that the agent selects. Whilst you may have some of that data in your CSAT responses, you won't capture for all.

Hi Naomi, just on the when a customer replies on a Solved ticket if it is just a Thank You, we have a macro for agents to use that acts as a quick close - it moves the ticket back to Solved and adds a tag to the ticket. You can then filter them out when reviewing your reopened tickets.

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue

For some reason, we are finding that employees are requesting trial accounts to Zendesk - 3 times in the last month. Each time I am informed by my IT department of a potential phising scam or other concern. Each time I have raised a ticket with Support, and each time they say they cannot remove the trial account. We need a way to block employees with our domain from accidently submitting these requests.

What problem do you see this solving?

This block will save my IT departments time investigating and my time raising tickets with Support to try and solve.

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business?

This has happened 3 times in the last month.

Are you currently using a workaround to solve this problem?

No, there is no workaround.

What would be your ideal solution to this problem? How would it work or function?

Either a section in our Admin Center to mark this restriction, or just by raising a ticket to Zendesk for them to block.

Feature Request Summary: 

A minor request, but it would be good to report on whether a ticket has attachments. We can create a tag, but it looks like the data is there to identify these tickets.

Description/Use Cases: 

One of the reasons we want to see if there are attachments is that we can validate what is being sent.

Business impact of limitation or missing feature:

Low impact as there is a workaround, but it would be better than having to rely on tags.

Hi all, it would be good to have an update on this too. All we want is for our editors to be able to update the labels and placement of the article for existing articles. We are having to use a spreadsheet so that our publishers can add them in to the relevant article.