We find a significant amount of disconnect and missing functionality in the User profile for our customers accessing Desk. I would like to propose some changes be made and would like to get the feedback of our community.
1. User profile layout ( aka 'My area' ) controlled and manipulated to suit business needs. ie. Add additional fields, allow some or all of the fields to be edited by the customer. Also, if we have them in Zoho CRM, then we should be able to pass some of that information to their User profile, keeping them from having to enter information they have already given us.
2. User profile should be connected to ticket creation.
Then when a ticket is submitted to the Help center company information from their profile comes with it and could impact the layout and fields found at the ticket area.
3. It would be very useful for a customers to see who from their company is also in support.
4. Create a drop-down list of those in the same company so they can be cc'd without having to type emails.
5. A company portal that would allow a primary contact at a company to moderate who is associated to their account for support. And control if they can have access to submit tickets or just view Knowledge Base and Community.
Would anyone else benefit from these ideas? Is there a way we could improve upon them? Am I the only one that would like development to add them to the roadmap?