Please provide the option to include all Zendesk tickets in the timeline, not just urgent and high. For customers with small volume of tickets, who might not tag an issue as urgent, but still needs an escalation, this is a blindspot in the platform. Without having a full view of tickets, we are still needing to go to Zendesk to make sure we have a full picture. Additionally, we track enhancement requests in ZenDesk, so it would be helpful to have views into these "regular" tickets and even be able to map custom fields as ticket segments for tracking purposes.
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