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Zendesk Integration - Ability to comments on posts from Zendesk

Requests & Insights

Right now the Zendesk integration is quite limited as agent can’t comment on posts from Zendesk. They need to open the post in Featurebase but CS agents won’t have a FT accounts.
It’s critical for agents to be able to visualize the whole post on a modal, within Zendesk, to be able to comment, for the customer.

Posted by Alex ·
Status: Completed2 comments

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Comments2

  • Bruno H changed status to Completed
    Team•

    Feb 10, 2025

    Pinned

    Hey Alex,

    Good news! The ability to comment on posts directly from Zendesk is now live. When you're upvoting a post on behalf of a user, there’s an "Add note" button under the vote button that lets you comment on behalf of the customer. This same feature is available for our HubSpot integration as well. Let me know if there's anything else you need!

  • Bruno H changed status to In Progress
    Team•

    Jan 26, 2025

    Pinned

    Cheers for the feedback @Alex, we’re actively working on improvements to the commenting system to be able to post on behalf of others.

    This functionality will also be rolled out to Zendesk integration. A release can be expected within the next 7 days.