Common feature requests we hear from customers as a Partner

Here's a list of common feature requests that I often hear from customers during the presales or implementation phase. 

1. The ability to end chat/have multiple conversations within the new Messaging widget. One continuous conversation is not suitable for many of the different business types that use Zendesk and the widget needs to be more versatile with the ability for the user to have concurrent conversations going at the same time. - Exactly like the ZD Support widget does. 
2. Ability to do ticket field conditionality for a multi-select ticket field. A multi-select field can currently be the last field that is selected as the action, however, it cannot be utilized to build a conditional statement from. 
3. Ability to hide ticket field values inside a drop-down/multi-select field based on form or brand. A lot of customers try to reuse ticket fields across multiple forms as this helps with the management of ticket fields and results in fewer fields overall to manage. Sometimes, a field needs to be present on Forms A and B, however, 1 of the values in a drop-down only needs to be visible on Form A, and not on Form B. 
4. Different styles to visually present the form on the HC. E.G A multi-step form template. This would allow forms that need to capture a lot of data to be presented nicer on the help center. E.G a HR Onboarding or Offboarding form would contain multiple steps, where each step has say 3 - 10 fields the end-user needs to fill out along the way. 
5. In general, a lot of customers feel that the Zendesk messaging widget is subpar to others that are available on the marketplace and it's putting them off from utilizing a feature to which they already have access too. As a result, they are looking elsewhere and spending money on another 3rd party bot. These types of customers are larger customers who have well-established businesses with complex workflows. 
6. Ability to print email side conversations - There's a business requirement where they may need to download to PDF and print a side conversation for legal reasons or if the customer requests a copy of all communication from the company etc. This has been long requested
7. Ability to display ZD in Dark theme mode - this can be for accessibility reasons. A lot of people who work at night light to view things in dark mode. 
8. Ability to deactivate SLA's not delete them. Sometimes SLA's need to be temporarily deactivated and then reactivated at a later date. Right now the only option is to delete an SLA and then re-create it later which creates more work and time involved.
9. HTML Agent signatures - We're still using markdown for this, when we live in a HTML age. Markdown severely limits the branding/styling we can create for agent signatures. 
10. Update the WYSIWYG editor inside Macro creator UI. This WYSIWYG editor is not the same as the latest version available on a ticket for the agent to use. e.g No colored text option, or AI assistance option. 
11. Ability to post an article in multiple sections on the HC & across multiple brands if needed. 
12. Macro usage reporting capabilities. We often get customers wanting to report on their macro usage so they can easily manage what ones are being utilized regularly etc. 
13. Revision history for macros (like the trigger revision history). Since multiple admins can make macros, this would allow them to see who made the previous changes and what the changes were. Allows for easier management. 
14. Restricting macros by brand - currently can only restrict by group. It would be easier to restrict some by brand, otherwise, an admin could be restricting a lot of groups which takes a lot of work and management as opposed to being able to restrict via brand. 
15. Ability to use ticket forms in the messaging widget. - A message conversation is not suitable for all business types of communication. A lot of customers who utilized this feature inside the classic web widget are finding it difficult to migrate and or don't want to migrate to the new messaging widget due to this as they still need forms for certain things and it's nice to be able to display them in the widget on their external website for quick submission

These are just some off the top of my head that I hear constantly! Feel free to add any of your own below. I'd be interested to see what else you hear that isn't on this list above. :)

UPDATE 1/1/24:

1. Ability to prevent an agent signature from being sent on an SMS ticket. The only way this is currently achievable is by using a 3rd party app in the mp - Zignatures. This app does not also support Multibrand. Right now by default the signature is sent out in an SMS and it utilise' prescious characters in the SMS. Each SMS has a 160 character limit before the client is charged for 2x SMS'. 
2. Ability to report on IVR keypresses in Explore. - I know this has been recently released for those who are using omnichannel routing or something to that effect, but there are still a lot of customers who do not use that feature, and still use IVR. Why allow something for half of your users and not the other half? The majority of those people don't need omni-channel routing as they aren't running all channels for example.