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Product Feedback + Feature Request Post Template

Related products:Support
  • September 29, 2023
  • 14 replies
  • 73 views
Shawna James

We have launched a new feedback form for your product feedback and feature requests. This format is meant to help our PM’s get the most information from you to better understand and log your requests. This format will be rolled out at the end of 2023 and will be enforced as a requirement for all new posts to be logged and/or responded to by product managers.

Example:

TITLE: Pizza Order Button

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)

I would like to be able to order a pizza from my favorite restaurant directly by opening a Z2 ticket. This feature is currently affecting my agents because they are hungry and my customers because they are dealing with hungry and grumpy agents.

What problem do you see this solving? (1-2 sentences) 

Agent team is working late and they are hungry, but the ticket queue is too high for any of them to leave and get pizza. This button would allow for a quick click, confirmation, and order without having to leave your desk. Customizable order templates for each employee would also be amazing!

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? (3-4 sentences)

This problem happens on a daily basis. This is critical for our business as our agents get very hungry which affects their productivity and our customer satisfaction score. 

Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)

Yes, my agents have to manually order pizza on their phones using a third party app. 

What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

I would like to see an option to order pizza in the upper right hand corner of my screen, represented by a pizza emoji which, when I click it, will take me directly to an order form for my nearest pizza shop. It would be great if the system could remember my previous order and use that data to speed up the ordering process.

    14 replies

    Sydney11
    • Sydney11
    • November 15, 2023

    Is it possible to have this load on every feedback post so that we don't need to copy and paste this into our new posts? It would reduce the amount of times we don't use it

      Shawna James
      • Shawna JamesCommunity Manager
      • Author
      • Community Manager
      • November 15, 2023

      Thanks for the feedback Sydney! Great minds here... we are working with our awesome IT team to get this form auto populated in the "new post" in our feedback forums. Looking to have this delivered in the coming months.

        Sydney11
        • Sydney11
        • November 15, 2023

        Oh Awesome! That sounds like a great feature!

          E
          • Efrat11
          • December 18, 2023

          Hi, I have a related ticket app in my side panel of my tickets and I would like to have a way to see latest comment on the view of the related ticket? 
          So next to the status - I will also be able to latest comment on that child ticket.

          Brett Bowser
          • Brett BowserCommunity Manager
          • Community Manager
          • December 18, 2023

          Hey @efrat11, thanks for your question! I'm going to create a ticket on your behalf so our Customer Care team can look into this with you. You'll receive an email shortly stating your ticket has been created.

          Thanks!

          V
          • Vaibhav15
          • May 28, 2024

          Hi is there any way we can block the ticket creation in Zendesk using Keywords can you please add this functionality 

            Shawna James
            • Shawna JamesCommunity Manager
            • Author
            • Community Manager
            • May 29, 2024
            Hey Vaibhav, thank you so much for taking the time to provide us with your feedback here. I wanted to point you in the direction of our product feedback forum for Support where we collect product feedback and where our PM’s review feedback from our customers. We would greatly appreciate you using this forum to share your feedback with us for better visibility. Here is our product feedback template to get you started. Thank you!
            Lorena13
            • Lorena13
            • July 15, 2024

             

            Hello,

            Our ticket system is becoming too large. Could you modify the system so that after ID 99999, it restarts at 1000 but with an integrated letter to keep the IDs unique?

            For example:

            • After 99999, the next ID should be A1000.
            • Then A1001, A1002, and so on.
            • After A9999, it should follow with B1000.
            • Then B1001, B1002, and so on.

            Thank you for your support!

            Shawna James
            • Shawna JamesCommunity Manager
            • Author
            • Community Manager
            • July 16, 2024
            Hey Lorena, thank you so much for taking the time to provide us with your feedback here. I wanted to point you in the direction of our product feedback forum for Support where we collect product feedback and where our PM’s review feedback from our customers. We would greatly appreciate you using this forum to share your feedback with us for better visibility.  Here is our product feedback template to get you started. Thank you!
              A
              • Artūras
              • October 22, 2024

              Hi Shawna, I'm a little bit confused as to where should I send / post this feature request using your template? Should I just post it here as comment and submit it? or…?

                Shawna James
                • Shawna JamesCommunity Manager
                • Author
                • Community Manager
                • October 22, 2024
                Hey there! Thanks for your question. The best practice here is to copy and paste the template and fill in the prompts for new feedback posts and comments to share use cases. Let me know if you have any further questions!
                  H
                  • Heather25
                  • September 17, 2025

                  I am so glad that more fields are being able to be reported against in custom objects.  However, it would really benefit my organization if we could eventually report on multi-select fields. Is that in the works? 

                    H
                    • Heather25
                    • September 17, 2025

                    Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)

                    I would like to be able to report on multi-line fields in custom objects.  We have several of these to help us keep up with our software and hardware inventory in our agency.  A report would be very helpful.

                    What problem do you see this solving? (1-2 sentences) 

                    Not being able to report on the mutli-select field makes data gathering cumbersome. 

                    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? (3-4 sentences)

                    This is a daily problem.

                    Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)

                    Yes, we are using an app but it is still not perfect.  It exports the fields in Excel but it needs a lot of work before it is in a usable format.  For example, if field 1 is called “item,” and the second field is “serial #,” the report might report out the items as [item 1, item 2, item 3] but item 2 and item 3 may end up under the serial # field. 

                    What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

                    I would like an option to be able to report on all types of fields that are available in custom objects.

                      Emily Reidy
                      • Emily ReidyProduct Manager
                      • Product Manager
                      • September 18, 2025
                      Hi Heather! The best practice here is to copy and paste the template and fill in the prompts for new feedback posts and comments to share use cases. Please copy/paste your post above and post it in the associated product feedback forum. 
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