Forums/Documentation/Zendesk basics

The new Zendesk: FAQs

Amanda Kleha
posted this on August 28, 2012 09:52

Meet Dave Dyson, a support manager at Zendesk. Dave would like to tell you more about the new Zendesk agent interface and show you reasons to try it out and make the switch. Click to watch. If you don't see the video and you're using Chrome or Firefox, click the shield icon in the Address bar and agree to load an unsafe script (Chrome) or to disable protection on the page (Firefox).

What is the new Zendesk?

The new Zendesk is a brand new agent interface, which was created to help agents solve tickets faster and increase customer satisfaction. It’s simply a new interface, so everything you’d expect to see, like tickets, views, macros, etc. are all available here.  And this new interface is entirely agent-facing, so there will be no change to the experience of your end users, and your customer service portal will continue to work exactly as before.

The new Zendesk also comes with a new web portal called Help Center. Built from the ground up, the Help Center is designed to provide end-users with a complete self-service support option. They can use the information in the knowledge base or turn to the community for answers.

Why did you build the new Zendesk?

At Zendesk, we aim to keep raising the bar when it comes to the design and usability of our product.  We want to provide a product that is beautifully simple, whether you’re completing an easy task, or a complicated one.  And given that quick resolution times are such a key factor in customer satisfaction, we wanted to increase agent productivity, through features like keyboard shortcuts, instant search and the ability to solve ticket after ticket without interrupting your flow. And finally, we wanted to reinforce the human aspect of customer service, moving the focus of interactions from the ticket to the individuals you’re helping by surfacing more information about your end users when viewing their tickets.  This more holistic view of the customer will also result in faster resolution times, and happier customers for you.

Do I have to move to the new agent interface now?

We continue to support your use of the Classic version of Zendesk, so you do not need to migrate to the new agent interface at this time. To ensure that your team has sufficient time to move to the new Zendesk, we'll notify all Zendesk Administrators and Account Owners at least 6 months before end of life for the Classic version of Zendesk.

However, in addition to the improved interface, we have built some great new features into the new Zendesk that we think you’ll find quite compelling. These features  were created to help agents solve tickets faster and increase customer satisfaction, such as:

  • Help Center
  • Tickets requiring your attention
  • “Start” button
  • Reporting dashboard
  • Multi-tab interface
  • Instant search
  • Keyboard shortcuts
  • Single page app
  • Zendesk Apps
  • Localized interface

Should I move to the new Zendesk now?

We are confident that you will love the new Zendesk even more than the Classic version. One customer even told us it was better than ice cream (and pizza, and ice cream again)!

We definitely think you should give it a try, but there is no rush to move and we will be happy to have you come over whenever it makes sense for you and your team.

I’m an agent - how can I get access to the new Zendesk?

Your Zendesk administrator will need to enable the new Zendesk for you.

Do you have any resources that will help me get up to speed on the new Zendesk?

We do - have a look at our new Getting Started guide.  We’re also holding webinars to help get you up to speed on the new agent interface. And our Customer Advocates are always here to help you learn more about the new Zendesk.

Will you keep the existing documentation in the forums about the Classic version? How do I find it?

Yes, we still provide user guide documentation for Zendesk Classic. You can find the Getting Started Guide here.  In the Agent and Administrator guides, the instructions for Classic are alongside those for the new version of Zendesk. The instructions for Classic are clearly marked with 'Zendesk Classic'. You can find the Agent and Administrator guides here.

Will my team need training to move over to the new Zendesk?

We’ve had lots of customers participate in the beta for the Zendesk, and the feedback we’ve received is that it is incredibly intuitive. However, we do realize that new things do take some getting used to, so have scheduled some webinars to help your team make the move to the new Zendesk.

We love the new agent interface - as an admin, how can I make sure my entire team is using it?

Glad to hear it!  Please contact our Customer Advocate team, and they can make the new agent interface the default for your team.

As an admin, can I enable the new agent interface for just part of my team?  I’d like some of them to use Classic, and others to be using the new interface.

All of your agents will need to have the same default interface - either the new Zendesk, or Classic. However, if there are specific agents on your team who you’d like to try out the new Zendesk, you can leave the default set to Classic, and they can simply add /agent to the end of the url once they are logged into Zendesk.  For example, if you see mondocam.zendesk.com when you are logged in, change the url to mondocam.zendesk.com/agent to access the new interface.

Will our end users know that we have switched from Classic?

No, there is no change to your end users’ experience,  as only the agent interface has been updated.  And, your customer service portal remains the same as it is today.

Are there any technical restrictions, such as browser or operating system?

The new Zendesk will work on Windows and Mac operating systems, and on Safari 5+. Firefox 10+, any version of Chrome, as well as IE9 and later. If you are using an earlier version of IE, we recommend you upgrade to IE9, download another browser (Firefox, Safari, Chrome), or continue to use the Classic interface. Please note that this browser limitation only affects agents and admins; end users can continue to access your web portal using any browser they choose.

Does the new Zendesk include all of the features that are in the Classic version?

All major features in Classic are currently available in the new agent interface. In addition to being at parity, here are some new features that you’ll find in the new agent interface that aren’t in Classic:

  • Tickets requiring your attention
  • “Start” button
  • Reporting dashboard
  • Multi-tab interface
  • Instant search
  • Keyboard shortcuts
  • Single page app
  • Zendesk Apps

Will the new Zendesk keep the same weekly release schedule?

Yes, we plan on making the same frequent releases.

Will all features in the future be built in both Classic and the new interface?

We plan to fully support the Classic version of Zendesk and ensure that all features and functionality are working and performing properly. In addition, our customer advocates will continue to provide support for the Classic interface. However, the majority of new agent-focused features will be developed only in the new Zendesk interface.

What about my widgets? Will they automatically move over?

In the new version of Zendesk, Widgets are now called Apps. You can navigate to them by going to Settings (the cog icon) in the left hand sidebar and clicking on Apps; this will be where you’ll find not only Public Apps (formerly known as Native Widgets), but also the Private Apps you create specifically for your account.

Note that any end-user-facing Widgets on your customer portal should be unaffected by moving to the new agent interface.

At launch, most of the integrations you’ve come to know like Salesforce, Harvest, Freshbooks, etc., will be available to install in the new agent interface.  To see all of the Apps that are available, please visit our new Apps page, or log into your account, click Admin (the cog icon in the bottom left corner), and select Apps > Browse.

If Zendesk or a (Zendesk partner) has created agent-facing Widgets for you, however, these will need to be migrated to the new Apps framework.  Please reach out to your Account Manager, who can provide assistance, or see Evaluating your widgets before moving to the new Zendesk.

If you have created custom Widgets of your own that are agent-facing, they cannot be automatically migrated to the new agent interface. These widgets will require modification in order to work with the new App framework.  We’ve created documentation to explain how to modify your Widgets to work as Apps in the new agent interface, and we’re also holding a series of webinars with office hours where you can ask specific questions about the new framework. And of course, you can always contact our Customer Advocate team for help.

Yes! Any macros, triggers, automations or targets that you’ve built in the Classic version will be available and completely functional in the new Zendesk agent interface.

When it comes to security, what are the specific new measures and protocols that are part of the new Zendesk?

The new Zendesk requires that agents use it through the Zendesk domain, over an SSL connection. While this was possible in Classic, it was also possible for an admin to turn this off, so the end-user experience could be more tightly customized. Because the new Zendesk is for agents only, we feel that putting everyone on an SSL connection through the Zendesk domain gives optimal security. Aside from this, there are no changes when compared with Classic.

Does the new Zendesk have the same out-of-the-box reports that Classic has?

All of the reports that are available to you in the Classic interface are also available in the new Zendesk. You can access your reports by clicking on the cog icon at the bottom left of your screen, and then on “Reports”. With the new interface, we are also introducing a brand new reporting dashboard for those on the Regular, Plus+ and Enterprise plans.

I am an Enterprise client with a multi-branding set up - how will this affect a my account?

In general, you can use the hub and spoke feature in either the new Zendesk or the Classic Zendesk. However, to ensure your agents are not switching contexts, we suggest that both the hub and the spokes either all be in the new Zendesk or all in the Classic Zendesk. If the Hub was created in Classic, and a spoke in the new Zendesk, we can move the hub into the new Zendesk, or the spoke into Classic to make it a better experience for the agents.
What if I need help?

Our Customer Advocate team is here and ready to help you with any questions you might have.

What do I need to do to move my team over to new Zendesk? 

Where can I provide feedback on the new Zendesk?

You can post feedback directly in the “Switching to the new Zendesk” forum.

 

Comments

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Paul Nedley
millicorp

The migration process of moving to the new Zendeesk has me a wee bit worried. Does everything from the old 'classic' Zendesk automatically migrate over ? 

Thanks 

Ned

September 12, 2012 12:39
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Anton de Young
Zendesk

Ned, 

The new interface is just a different view of your Zendesk (and all of your data). What does need to be migrated are any agent facing custom widgets you created. There's more information about that in the FAQ above. 

September 12, 2012 13:00
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Rick Harris

Hi, I checked out the new interface.... very nice - I can see several things I really like.... but I think I will not migrate to it for one reason.... the requirement that we use the .zendesk.com domain

I have several "branded" sites and everyone accesses them via CNAME redirects to the company domain name (makes it very easy to remember, access, and gives the users the sense that it is a company offering. I realy do not want anyone (including the agents) to have to go away from that VERY NICE feature....

If anyone is taking notes (and I know I received an email from out account manager a while back asking the question).... perhaps you can mandate SSL connections while still allowing "branded" domain name access to the site. It would be worth an extra $5 per year to acquire the SSL cert.

How long will the classic interface be available to the agents?

Thanks in advance.....

September 12, 2012 20:06
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Peter Sterkenburg
trustpilot

Looking good! Just one question, where can I find all the standard keyboard shortcuts?

September 12, 2012 23:43
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Jonathan March
Enthought

@Peter: the keyboard shortcut list is available from the drop-down menu at the upper-right of the screen. 

September 13, 2012 03:22
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Peter Sterkenburg
trustpilot

@Jonathan: thanks!! found it in the meantime actually. I saw on other posts/comments that I wasn't the only one looking :)

September 13, 2012 03:28
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Althea C.

Darn. It's super slow on my browser (Safari), and it slowed me down considerably. There were too many clicks (especially in assigning an agent)

September 13, 2012 06:41
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Ben
Zendesk

@Rick We appreciate your feedback regarding mandated SSL in combination with host mapping. I am definitely passing that up to the Product Team. As for Zendesk Classic, we plan to provide support for the Classic interface (customer service, bug fixes, etc.) for at least the next year.

September 14, 2012 12:16
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Rick Harris

Hi Ben, Thank you very much for your reply..... good to know I'm off the "hot seat" for a bit of time....

September 14, 2012 12:20
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Alistair Barnett

Hi,

The new interface looks very nice. Job well done Team Zendesk.

I was hoping an issue that happened in the previous agent interface would be resolved, but it looks like this isn't the case. :^( For some odd reason, I have ~400 tickets that cannot be marked as "Solved". I've tried everything I can think of -- going to a ticket and marking it as solved, checking off one ticket in the list and marking it as solved, bulk editing and marking as solved.

Still, no dice.

Is there something with those tickets that makes them unsolvable? It's hard to manage open and pending tickets when there are hundreds of unsolved ones from a year ago right there, front and center.

Thanks for any help or advice you can give.

Alistair

September 18, 2012 09:56
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Oliver Hübler

How can I get back to my:  "Tickets requiring your attention" when I clicked any other button in the dashboard like "Open Tickets" in the header? Currently I can only refresh the whole page to get back to it.

September 19, 2012 06:22
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Aaron Pewtherer
Zendesk

@Alistair: I updated your support ticket with the trigger modifications needed for your workflow.

@Oliver: Click the Zendesk Lotus flower to get back to the "Tickets requiring your attention" Screenshot attached.

Lotus_Flower.jpg

September 21, 2012 11:16
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Oliver Hübler

I am sorry Aaron, but that's just not true if I switch to "Open Tickets" first, the Zendesk doesn't bring my Tickets requiring action back. I have to make a hard refresh of the lotus interface which takes a couple of seconds to get it back!!!

September 22, 2012 06:53
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Jonathan March
Enthought

@Aaron, I think what Oliver is referring to, which I am also observing, is that within the Dashboard, there does not seem to be a way to get back to the original Dashboard view after one has used the Dashboard "buttons" to switch to another Dashboard view such as "Open Tickets: You". (I am using the word "View" loosely here since Dashboard "views" are not (alas) normal configurable views.) This seems like a pretty clear bug (whether functional or UX). Seems like there should be another button "Tickets needing my attention" which is on by default.

September 22, 2012 09:35
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Oliver Hübler

Jonathan thank you for even pointing that out in a better way. That's exactly my problem!

September 22, 2012 10:05
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Tom I.
oranged

Is there any way to simply replace the "Tickets Requiring your attention" area with a custom view? Having to click on Views every login adds an unneeded extra step to something that is otherwise very streamlined. 

Also the other areas of the Home page/dashboard are used less because of this. I understand some companies would like the additional "Tickets Requiring your attention", but we'd definitely find it much more useful to have one of our custom views in there.

September 24, 2012 23:52
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Aaron Pewtherer
Zendesk

@Oliver H, Jonathan & Oranged Software: Although the "Tickets Requiring Your Attention" is hard-coded and cannot be changed, we have replicated the issue that Oliver noticed (*Thanks Jonathan for helping to clarify*) that once you click on any Dashboard box filter, you cannot return to the original dashboard, without a browser refresh. I have highlighted this issue to our Development team for review. Thanks everyone!

September 25, 2012 08:42
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Page R.

I might be missing something, but in order to add or edit a forum in Zendesk I am supposed to click on "Go to web portal" which essentially takes me back to the classic version of Zendesk. Is that correct? It seems to me there should be a feature in the new interface that accomplishes this task rather than reverting back to the "old" interface.

September 28, 2012 17:47
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Aaron Pewtherer
Zendesk

@Page. Moving forums over to the New Zendesk is in development. At the moment, rather than thinking we are sending you back to the Classic Zendesk, it more that we are recreating the enduser experience so we you can modify the content.

October 08, 2012 15:24
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Jonathan Lane

What's the suggested course to refresh the dashboard view and see new tickets assigned to you?

Clicking the browser refresh button seems to take a long time and does a complete page reload, but clicking the lotus flower doesn't appear to refresh the listing.  Even going to settings and then back to the dashboard doesn't appear to refresh the listing.  Any tips here?

October 18, 2012 14:13
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Eugene PanRudkevich

The new interface is agonizingly sloooowwwww. This is especially the case with a 2 yr. old laptop computer that is not top of the line in speed. Any plans to speed things up? Any gains made by the interface design are more than erased by the slow responses.

November 13, 2012 21:02
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Justin Seymour
Zendesk

Jonathan: See this topic: https://support.zendesk.com/entries/22106506-auto-refresh

Eugene: We're constantly making performance adjustments! 

November 19, 2012 05:38
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Jim

Justin,

I usually end up having Zendesk open for a few hours a day, roughly about 9 to 10.

During this time Zendesk ends up using about 400 megs of memory in Chrome.

Reloading a page or submitting a change to a ticket is painfully slow. Updating a ticket with a new name in the CC field or god forbid trying to add a note to the requesters account takes so long that I can go make coffee and come back before it finishes.

I am using Chrome, latest stable version on Windows 7 with a quad core 2.9 ghz, with 8 gigs of ram. 

For Zendesk to take up to 45 seconds simply to refresh a page is mind numbingly slow.

This is Zendesk, in a single window, with no other tabs.

Current memory use after having been open for less than 5 minutes is 257,284k.

This is an amazing amount of memory usage.

November 19, 2012 22:16
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Justin Seymour
Zendesk

Hey Jim: 

We've had a few similar reports. Would you mind sending an email to support@zendesk.com with the above details? Any applicable screenshots of memory usage would be awesome. 

November 20, 2012 05:17
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Artur

"Zendesk ends up using about 400 megs of memory in Chrome" - same (and even more) in IE10

November 21, 2012 02:26
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Justin Seymour
Zendesk

Hey Artur: 

Can you please send an email to support@zendesk.com with relative details? 

November 21, 2012 04:51
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Artur

Hi Justin,

No I cannot because I have spent enough time on testing new zendesk.

I have my work tasks to be done quick so I have reverted to current zendesk interface.

Best regards,

Artur

November 21, 2012 05:35
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Ron Vichar
gtatech

I would like to see customized SSL option for the entire end user and agent experience.  Otherwise what is the point of being able to use a custom SSL certificate just to reach the login page?

November 25, 2012 10:57
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Jim

Anton you stated.

 

Anton de Young

I fixed this awhile back but forgot to solve this.

 

What did you fix specifically? There are a number of issues in this thread.

January 03, 2013 16:31
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Anton de Young
Zendesk

Jim, 

Sorry about that. I had a ticket for a minor formatting fix in this topic, solved it, then added a public comment. I should have made the comment private. 

January 03, 2013 17:07
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Jim

Ah, darn I had hoped you were going to say you fixed the memory or speed issue lol.

January 03, 2013 17:32
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Mette Olesen
lotto24couk

Hi

On one of our accounts we have switched to the New Zendesk some time ago, and we have been encouraged to change other accounts to the new Zendesk as well. However, for that to be interesting for us there are some bits and pieces we would like "updated".

Most importantly, every time an agent wishes to reply a ticket they need to check first if there has been any other tickets form that person, new or solved, to give the best answer. This was easy to see in the classic version where we could see open, solved and pending tickets related to this person in the right side.

We miss that a lot in the New Zendesk.

Also the comment box is longer but not as wide as it was in the classic version. There is a lot going on in the left side now, and we have an app for user information in our right side that we need, which is also taking up space, narrowing the commentbox further. 

The space for selecting assignee etc. has a lot of place in the New Zendesk for us this place was better used in the commentbox.

January 14, 2013 08:13
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Dave Atkins
cee

I planned a short training session on using Zendesk yesterday and then today, when I logged in to demonstrate it, I found the new zendesk. This complicated my training significantly. It appears this new version had been planned for some time, but I never knew. It is terrible. Is there any way to go back?

January 18, 2013 12:12
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Jake Holman
Product Manager

@Dave: If you'd like to switch back, you can go to https://subdomain.zendesk.com/switch (replacing "subdomain" with your own, of course). For what it's worth, this wasn't "force switched" - that's simply something we don't plan on doing for a long time. It's more likely one of your admins would have switched that over. For more details on that, please contact support@zendesk.com as I can't discuss individual accounts publicly.

January 18, 2013 12:40
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Dave Atkins
cee

sorry to be snippy! I bet an admin did "try" that out--and then we didn't see a way to revert.

January 18, 2013 12:47
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Jeff Guyette
opentempo

I've been exploring the Lotus for a couple days now and have both likes and dislikes about it.

I LOVE the option to have tabs open within the Agent interface - nice.  However, I do not like the placement of the "submit" button - that being with it over on the lower right corner. If the rest of the ticketing configuration pulldowns and options are going to be in that sidebar on the left, why place that submit all the way on the other side of the screen? Doesn't make much sense.

Additionally - in the "Classic" ZenDesk, I could "browse" tickets - the method to look for or sort tickets in an on-the-fly version of building a view. Loved this when looking for something specific, and it doesn't appear to have survived the transition to Lotus. Is there a replacement for it? I've already installed the Sidebar Search app - and it's not bad. I'm getting used to it - but I still miss the idea of browsing tickets in a more useful manner than the Search provides.

Lastly - I've noticed that any updates to tickets I receive from a customer - which contain the linked ticket# in the reply - that clicking on that ticket link will only bring me back to the "Classic" version of ZenDesk. If I've already made my switch over to Lotus, shouldn't this link be launching the ticket in Lotus as well? Have I missed a setting somewhere?

Sorry for the shotgun blast of questions.

Thanks

March 13, 2013 12:12
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Joe Rodriguez
AOL Inc.

I wish this would have been an iterative roll out of advanced features, when you turn off classic there will be plenty of user who are just use to the old way, the change is too drastic.

I also wish the improvements could have been made but still keep the classic look.  I think most people like what they are use to and users will have to relearn how to use this. 

and SLOW! 

March 25, 2013 12:42
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Anne
invoiceasap

Is there a way to switch back to the Classic Zendesk? 

 

If this is not possible, please let me know how I can mark multiple tickets as resolved at once. 

I used to be able to click on all the tickets that I wanted to close, and close them all at once.

I cannot find this feature in the new Zendesk. 

 

May 27, 2013 13:27
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Jennifer Rowe
Zendesk

Hi Anne,

You can bulk delete tickets from a view. Here are the instructions:

https://support.zendesk.com/entries/21222521-Bulk-updating-deleting...

Hope that helps!

May 28, 2013 10:30
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James
manuonline

Can I change the colours of the new agent page? I mean separately from the branding we have done of the public portal.

May 28, 2013 23:22
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Brandon K.
Zendesk

Hey James,

Unfortunately there is no way to brand the agent interface in New Zendesk. I recently discussed this with a Product Manager and it does not appear that we have any plans to allow this down the road. I'm really sorry that I don't have a workaround for you.

May 29, 2013 14:54
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Scott Boyce
gspretail

I want the Classic interface back.  Is there any particular reason we are being forced to use the new interface today?

May 30, 2013 10:54
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Brandon K.
Zendesk

Hey Scott,

We aren't forcing anyone to use the new interface and we do not have plans to cut support for our classic interface any time soon. We do recommend that you use the new interface as we will be building all future product improvements for it, but you are definitely able to switch back if the classic interface works better for you. I'm going to open a ticket for you with instructions on how to switch to the classic interface and to discuss any issues you have with the new interface. Hopefully we can clear up any issues you have with the new interface, or if classic is definitely better for you, create a use case for our product team.

Keep an eye out for an email from us soon!

May 30, 2013 13:08
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Santanu Ece

Hey Brandon,

Can u plz check the Request id #434876, no one is responding

June 27, 2013 05:27
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Jennifer Rowe
Zendesk

Hi Santanu, looks like you got a response to your ticket. Sorry for the delay!

July 08, 2013 14:08
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Matthew Zaglin
tpco

Is there a way to make the color of the notification that appears when another agent is viewing a ticket stand out a lot more?  Perhaps more of a RED (or customizable), so that the signal to both agents is "Beware, someone else may be editing."  

The current color (blue/greenish?) doesn't stand out enough as compared to the rest of the New interface coloring.  In the "old" version, I believe it was more pronounced, and less likely to be missed.  Thanks!

November 21, 2013 13:51
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Trisha Patel
Zendesk

@Matt Z, unfortunately this is something were unable to customize, you're more than welcome to create a feature request about this here. Really sorry about that. 

November 25, 2013 02:43
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Rich Miller
bakerrisk

Perhaps you could update this article with the following, in the section where it talks about having some agents use the new interface while some others use classic:

If you add the tag "redirect_to_new_zendesk" to an agent profile, then they will always get the new interface, even if they click on a link in a ticket email :)

January 14, 2014 10:24
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Bing
vsee

Hi Zendesk team,

The new interface looks really impressive and it's fairly intuitive.

However there seems to be an issue whenever I update the support tickets which I have replied to as "Submit as Solved". The end users would not receive my reply - unless I submit my reply to their tickets first as "Submit as Pending".

Is it supposed to work like this or did I misunderstand the process somewhere?

February 15, 2014 16:08
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Matthew Zaglin
tpco

Hi Bing - you might want to check your Triggers, and make sure the "Notify requester of comment update" one does not have the line:  "Ticket: Status ... Not Changed to ... Solved"

If it is set that way, then your end users won't receive the message! 

February 18, 2014 09:21
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Bing
vsee

@Matt Thanks for the prompt reply, I have added another trigger to "Notify requester of solved request" :) Will be in touch to discuss on how we can make the triggers more efficient in future though!

February 18, 2014 09:27