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As many of you, I’m frequently working with the inSided ticket system (zendesk) in order to report bugs, ask community related questions or ask for help with tasks we can’t do ourselves. I’ve come across a few things I’d like to see improved:

  • After I create a ticket, I get a success message on the platform (a pop-up) and I receive an email notification. I'd like to get rid of the email notification. One success message is enough, the email has no added value for me.
  • When a ticket is updated, I receive an email notification with the new comment. What I would also like to receive in that same email is a link to the ticket so I can directly go there.

Hello @bjoern_schulze ! thank you for your suggestion. I shared your idea with Tom from our Support team so he can look into it. In the mean time I will close this idea as it's more related to our support process rather than an improvement to our product. 

Updated idea status New → Closed

Hey @bjoern_schulze thanks for this suggestion, yep we’ve got it on the horizon to make some tweaks + improvements to the support portal generally in the next quarter (we’re due to scale up the support desk capacity by a few fold actually). At the moment the flow for the portal is the same as for tickets submitted by email (about 85% of all tickets are still submitted via email), but part of the improvements is to split this off and create a separate user flow for tickets raised by email vs in the portal. The portal is also due to get a decent revamp too so stay tuned!

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