Catch-all

I am interested in having description popups for ticket fields visible for agents. This would help when agents are using ticket fields, particularly custom ones.  It would provide some information in the interface for how ticket fields should be used and maintained. There should also be a toggle in the settings to turn this on and off.  Perhaps one toggle for standard fields, and another for custom fields.  I imagine experienced agents would leave the popups for standard fields turned off, but leave the one for custom fields turned on during implementation, change, and onboarding.

Currently we have two usecase on a licensed zendesk - 1. form for community user 2. form for paid user 2. is all good 1. in this email field is mandatory and support confirmed that it cannot be disabled as below if the enduser is logged in then that person does not need to manually enter their email address if the enduser is not logged in then that user must provide a way to contact them with an answer Can this be fix asap - at least provide a toggle feature 

Our organization is trying to sort views alphabetically so they are easier for each role to access but currently you can only organize the views per page and not for the entire directory.  I was wondering whether anyone has found a workaround for this.  We have tried filtering "alphabetical" but this doesn't translate across all users, even within admin.

Feature Request Summary:  I would like a native way to measure and compare the total number of times a chat trigger was fired with the number of times it led to an engagement. Currently I can only measure the latter, so have no basis for comparison. Description/Use Cases:  Our company had recently introduced chat triggers, and there is some disagreement about the value of using them vs the annoyance factor of the pop up for our team members. I want a way to quantify the benefit of the trigger. Business impact of limitation or missing feature: Not having this metric will impact our ability to measure the results of our efforts and could impact the official recognition of goals being completed.  

We routinely have customers/end users who are out of the office and have automatic replies on. When this happens we are not able to forward to or loop in another end user as required as we are not able to receive automatic replies. It would be very useful if there was a function that allowed us to see if an end user's inbox is sending automatic replies, or notified us if an automatic reply was received in response to a ticket update.

According to API documentation and ZD supports confirmation, all API endpoints only have a 100 row limit. Would it be possible to get the limit increased so we can pull more data?

ヘルプページ（Guide）の記事中にリンクを貼っていますが、リンク切れを簡単に調べられる方法を教えてください。 Web上で無料で調査可能な以下のリンクチェッカーを使用してみましたが、なぜかヘルプページに到達できずチェックができませんでした。http://dead-link-checker.com/ja/

Hi ZD Support Team,   Would like to ask if its possible to have a feature in zendesk that we can download all the views created and group that have access on it. Hope we can also track how many visits so we can have insights if we can clean-up the views that are not being utilized.

Feature Request Summary:  Trigge criteria based on excisting tickets - for example if a end user already have a ticket open then a trigger will fire to send a email to the assignee about user already have several tickets open Description/Use Cases:  We would like this feature so a trigger can fire when a end user have more than 1 ticket open Business impact of limitation or missing feature: This would be a nice feature.

Hi everyone, currently it is not possible to include HTML in macros. Your colleague Kristine told me that there is a possibility that it might or might not work since you don't support it, you won't be able to guarantee that it will work all the time. We have a macro that includes a third-party 10-points CSAT survey (example below) and sometimes the links are broken because of the interaction with placeholders. In some cases the links are translated correctly, in other cases the "{" symbol is translated as %7B and "}" as %7D instead of taking into account the entire placeholder, creating a broken link. We could use business rules that support HTML (triggers and automation) but this will increase the number of notifications that the end-user is getting and we want to avoid this at all costs. Let me know if you need any additional information from my s

As of right now, Guide and Gather have different permission/security structures, which makes it hard to organize from an admin perspective. In Guide, you can customize access on an article level, and a category only shows up for an end-user if they have access to any articles in that category. In Gather, you can only set permissions on the topic level and not on the post level (other than manually moving the post over to a topic that has different access). I really love how permissions are organized on the Guide side. It makes it really easy to make sure users are only seeing what they should and I can change specific access to an article at any time. Can we please bring this same security structure over to Gather? What I've seen in other helpdesk systems is security on both the topic and post. The topic generally restricts the data and then the post security allows you to be more specific about who you want it to access. Then the system just takes whichever option is more re

When you merge a ticket, then the background color of this ticket is the same one for the internal comments. That is a little confusing and it's also difficult to focus on the merged ticket. I suggest a different background color for the merged tickets and perhaps a different layout.