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  And it would be nice to be able to see which user and organisation they are on a call with on the talk dashboard    

It would be very useful for some of our workflows to allow a Trigger to create a side conversation since we regularly communicate with the same list of internal partners for specific Form submissions and we do need to keep a record of the conversation within the original ticket (which is why we prefer Side Conversations to a simpler Notify target via email option; since the notify target replies aren't tracked on the original ticket). Our currently workflow utilizes the excellent Macro > Side conversation via email option to great effect, but after manually triggering the Macro dozens of times so far, it feels like a natural use-case for a Trigger-based solution.

Feature: The current UI for merged tickets in the web app shows plain text emails with an unclear separation and difficult to perform actions. I propose they retain a similar design to the main ticket's message.   Use case: Use merged tickets to create conversation threads.   Reasoning: As Shopify Partners we get messages from the partner dashboard yet each new email is a new ticket, so we usually merge them to avoid clutter and maintain a thread. This will helps us maintain a clearer conversation and make actionable items easier to find.  

The import tool currently ignores empty values, leaving existing data intact.  The only way to clear values is through the API or manually through the UI on each record.  It would be save a lot of time for ad hoc to do this with an import.  Ideally there would be a way to indicate if empty values should overwrite the existing data or should be ignored for each import. Thanks.

There currently are no possibility to have automation set with 30 min or any other half hours. I would want to see that option possible.   Thank you

It woudl really save time to link the ID of the ticket that was created from the Offline chat form be included in the email notification from zopim so that you could easily find the ticket and see if any agents had served it yet, otherwise they tend to be hard to locate.

Currently, to get a list of articles by  agent and the number of accesses (views) of those articles per monthb - we have to use the API and merge Google Analytics (# accesses) data with Ticketing data (agent names) and Guide data (article title).  We don't have a dedicated programmer to continue to do this.   Will we ever be able to get this type of report in Explore?   eg: Sam.       # accesses Jan article 1.     157 article 2.     34 ...   This report is important b/c it allows us to track the high-value articles and point back to the author/owner to see if the article should be archived or improved/republished.  

We noticed on the search results page that the first item in the breadcrumbs list will redirect to different URLs. On any other page this is a link of the Help Center home page. Steps to replicate:- on the homepage, perform a native search using a known term- below header, select the first item in the breadcrumbs list - URL is domain.zendesk.com/hc/en-gb- from the results list, select the first item in the breadcrumbs list - URL is domain.zendesk.com We searched the Help Center knowledge base, but we haven't seen a similar topic on this issue.

A Customer complained that if they take longer to write a ticket, due to doing still screenshots, etc. to explain everything, that if the session does expire they lose all the text, etc as they get forward to login page. They expect that the inputted text is kept safe, so they can proceed with ticket submission after doing a new login.

Hello! We leverage ticket forms heavily to differentiate between feature requests, questions, and bugs. Our customers have asked if we can display that Ticket Form value on the Requests Page. It looks like the Ticket Form data is not available as part of the request object. I'd love to add the ticket form name to this object to display that information and allow our customers to filter on it.

This would be helpful when deals are in certain stages through the pipeline and when you need to update certain team members. Rather than having to type their names individually, create @ groups. 

カスタムチケットフィールド テキストの変更をトリガで対応できるようにしてほしいです。   経緯・背景 弊社では利用ユーザー様にお渡ししているプロダクトに固有のIDを付与しています。 一つのプロダクトにつき複数のドメインのユーザーから問い合わせがあるため、 「どのプロダクトの利用者からの問い合わせが多いか」を確認するために、 カスタムチケットフィールド のテキストにて、IDを人力で運用・入力しています。 ゆくゆくはエンドユーザー自身に問合せフォームで入力してもらえるように調整を検討していますが、Zendeskで受けているチケットには社内のエンジニアと利用しているRedmineのチケットも混在しています。   Redmineのチケットでは組織やタグなどでプロダクト名を入力するカスタムチケットフィールドにトリガで自動で文字を入れるようにしたいのですが、現在トリガの条件でカスタムチケットフィールドのテキストに文字を入れることができません。   カスタムチケットフィールド テキストの変更をトリガで対応できるようにしてもらえると解消できますので、ご調整をお願いできると幸いです。

I would like to set the sort by menu in the Community topic page template to default to the Votes menu item. Obviously, I would like the topic list to be sorted this way too. what do I need to do in the markup to achieve this? I do not know any JavaScript.

We frequently send articles to an outside vendor for translations. Currently, we must copy & paste the source code into a text file, send to our vendor, receive it back, and re-paste it into Zendesk.  It would save us loads of time if we could select several articles at once and export their source code into a .txt or .xml file. A similar feature could allow us to re-import the translated source code once we receive it back. Thank you!

Our users have requested the ability to apply "OR" filters using multiple fields on Smart Lists.  For example, Last Activity = Last Week OR Last Visit = Last Week.  Currently, they would need to build two Smart Lists, one for each criteria.

I hope to see the option to see all article upvotes and downvotes in the future. Currently, these will be calculated to a SUM, but if the article SUM is 10, it's impossible to know if the article is highly downvoted or it just doesn't have many votes altogether. 

Are there any plans to combine the Knowledge Capture and Knowledge Base Datasets?  Use Case: I would like to break down our Knowledge Capture activity by product area, which we segment into different sections in our Knowledge Base. Currently the Article Section is only available in the Knowledge Base dataset, and our Knowledge Capture Events are only available in the Knowledge Capture Dataset.

Hello, When we clone a macro, the new macro created will contain the same attachments as the macro cloned from. However, when you edit your new macro you can not see the attachments and therefore can forget the fact that the attachments have been added. You have to go out and go in again to see that the attachments have also been created and only then you are able to remove the attachments from the new created macro. If there a way to clone a macro without the attachments? Or to remove the cloned attachments without having to go out and in again?  Thank you Krgds, Marie

Hello We have lines arriving on a group and if no one picks up, we want for the next routing calls to go to an IVR. However, Zendesk's settings to date do not allow this. Hoping that others may have the same need.

Something we had on our previous support system and have lost when moving to Zendesk is the ability for someone to call the support number and when choosing existing issue they can't use the phones keypad to enter the ticket number. This means agents must manual do this and then merge the tickets. 

Currently, outbound can only be set to allow International or Local calls.Local is hardcoded to USA.My agents and customers are located in the UK and Ireland.I have no way of setting the local to default to the UK.The only way to allow outbound calls is to allow all international, I can't specify per country. 

ZD search bar only searches on title, and does not show there may be other relevant results. Only when you select 'enter' do you see there may be many more results -- because the search on the full page now searches across title and text.  I'd suggest adjusting the search preview to align with the full search results behavior. That said, at a minimum, there should be a 'see more results' result at the bottom of the search suggestions, indicating to the user they may find what they need even if it doesn't display initially. 

Context: Our Messenger bots can do handover to agent by using Facebook Handover Protocol with different third-party apps. Issue: Aware that Bot handover is only for Zendesk Chat, we would like to know if it is possible to make it available for Zendesk Support as well.  As we have experience in solving clients' tickets via Zendesk Support, this will definitely help us continue solving tickets escalated by our bots.   Thank you a lot!