Forums/Product news and updates/Release notes

Introducing Lotus, Placeholder Autocomplete & Fixed Stuff

Jake Holman
posted this on April 12, 2012 15:06

New Stuff

  • If you hadn't heard yet, we publicly released our beta interface known as "Lotus". We're excited to hear all your feedback, and encourage you to take a look at our landing page for more information.
  • We're introducing a new feature in Zendesk to help out with all these awesome placeholders we have. When you're in a ticket, just type {{ and we'll pop a little auto-completer up. 
    autocomplete.png

    Please note this is currently only available on the ticket page, but we'll soon be moving it to Triggers, Automations and anywhere else a Placeholder can be applied to.
  • When creating an agent, they must now belong to a group. This was causing a lot of confusion previously, as agents are not able to be assigned tickets if they do not belong to a group.
  • Agents can now have a default group. This is not being enforced on pre-existing agent profiles, unless you choose one. All new agents will need a default group.
  • We've enhanced our Facebook single sign-on to automatically gather your customers' verified email address from Facebook when they authenticate.  This allows them to be able to submit a ticket in your support portal immediately without having to first verify their email address.

Fixed Stuff

  • An issue with our rules system allowed, in some cases, assignment to light agents. This was a mistake, and has now been fixed.
  • We had some issues resulting in favicons not uploading
  • Changed the logic to how Yammer Stream Satisfaction Rating triggers works. They will now only fire if Ticket is updated and the ticket satisfaction is changed to one of [Good, Good with comment, Bad, Bad with comment]. This will make it a lot less noisy if a ticket with a satisfaction rating is re-opened.
  • When demoting an agent to a light-agent, we will now appropriately warn you of tickets that need re-assigning, as light agents are not allowed to be be assigned directly to tickets.
  • We now add a warning to voice channel if you're using a trial Twilio account letting you know that you can't send SMS messages to unverified numbers
 

Comments

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Gary Lavin
ceojuice

I love the auto-completer, however I notice it seems to be just an option for New Tickets and not to update an existing. Love to see it there also.

April 12, 2012 16:14
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Jimmy Bowers
iveyitcentre

"We now allow group restricted agents to assign tickets to groups that they are not part of."  -- This doesn't seem to be active.  To be clear, if I have an agent restricted to only see group X tickets, they should now be able to assign tickets to groups Y and Z, correct?

April 12, 2012 16:42
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Steven Yan
Product Manager

Gary, the autocompleter should be working for you for existing tickets.  If it's not please let us know if you're seeing any browser errors on your side.

April 12, 2012 16:57
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Jake Holman
Product Manager

@Jimmy: Woops, sorry - that wasn't supposed to be in there! That feature is indeed not available.

April 12, 2012 17:46
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Gary Lavin
ceojuice

Steven, they are working, just not for one oddball ticket, thanks....

April 12, 2012 18:43
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Will Dobbins

Agents can now have a default group. This is not being enforced on pre-existing agent profiles, unless you choose one. All new agents will need a default group.

I can't see where to set this!

April 12, 2012 20:50
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marc

missing the SEARCHBOX on the new Lotus page. Ok, I can click on the search icon on the left, but a searchbox was much faster...

April 13, 2012 03:25
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marc

one more: I think the font size is a bit smaller now, right? Can I change this?

April 13, 2012 03:26
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Jake Holman
Product Manager

@Marc: Please place feedback into the Lotus Feedback forum: https://support.zendesk.com/forums/20721667-lotus-beta-feedback - thanks!

April 13, 2012 08:33
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Aaron Pinch
clio

We do not assign our light agents to groups because they occasionally show up in reports and other areas where they shouldn't.  How will this change affect current and future light users?

We allow light agents access to all tickets in the system

April 13, 2012 10:38
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Shun Chen
Zendesk

@will: you should be able to set it under edit Agents > Roles & Groups > under Groups, you'll see a dropdown for Default Group.  For existing agents, this will be None.  You can set it to any Group the agent belongs in.

@Aaron: you should still be able to do what you're doing today.

April 16, 2012 17:17
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Will Dobbins

@Shun, Edit Agents doesn't exist...

I have Manage->People, click on Agents, and under groups I have checkboxes but no dropdown...

I have Settings->Agents, but again, nothing relevant to this issue there...

April 16, 2012 17:49
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Will Dobbins

I opened Request #204627 on the Default Group issue and it appears that it is only exposed in the Enterprise package, is this by design or a missed step?  Honestly I feel this is such a basic functionality I would be quite disappointed if you only support it for Enterprise... and really, I loath to say something like that because I really do understand (and support) your tiered licensing model!

April 17, 2012 11:59
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Shun Chen
Zendesk

@Will: sorry about that, it was our oversight.  This is checked in and going through QA now.  It should be available for all plans next week.

April 18, 2012 13:27
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Roy Morock

Hi, 

 

Are they planning any webinars on this anytime soon?

April 20, 2012 07:19
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Sulka Haro
makielab

Is widget support gone in Lotus? Or am I just missing something?

April 20, 2012 11:27
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Arnaud de Theux
Zendesk

@Sulka yes, it switched to Apps which will be released soon: http://www.zendesk.com/lotus

Look at the "for developers" part.

April 20, 2012 11:32
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Martin Grøn
golfbox

I am trying to auto insert placeholders and use a mac - as far as I can see the characters (dont know their english name) is on alt+shift+8, but nothing shows up when I have insert 2 of those :( 

These should be the ones {{ but nothing happens, have tried with new and old tickets :(

April 24, 2012 13:10
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Jake Holman
Product Manager

@Martin: What language is your keyboard layout in?

April 24, 2012 13:11
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Martin Grøn
golfbox

Hi Jake,

I am still not to familar with the mac settings, but I am pretty sure its in danish.

April 24, 2012 13:13
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Hazel Wilson
highlandvision

Really like the next ticket button in the top right when going through a ticket list. Is it possible to also have a Previous ticket button?

May 02, 2012 05:20
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Grant Ricker

We're introducing a new feature in Zendesk to help out with all these awesome placeholders we have. When you're in a ticket, just type {{ and we'll pop a little auto-completer up. 
autocomplete.png

This does not seem to be working and hasn't for some time in Lotus and now your Live new agent interface. Any news?

September 12, 2012 18:22
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