Forums/Documentation/Zendesk basics

Introducing the new Zendesk agent interface

Anton de Young
posted this on September 10, 2012 15:35

On 9/12/12, we released a new version of the agent and administrator interface of Zendesk. During the beta period, this was known as 'Lotus'. The Zendesk you knew before 9/12 is now referred to as 'Zendesk Classic'. We refer to the new version as simply 'Zendesk' and quality that with 'new' or 'current version' when needed to distinguish between the two versions. The Classic version will remain available as our customers move over to the new version, but at some point it will be retired. For more information about the new version of Zendesk, check out the new Zendesk FAQ.

Important: The new Zendesk affects only administrators and agents. End-users still get the Web portal, unless you decide to migrate to Help Center too.

Topics covered in this article:

How to preview the new version of Zendesk

One of your account administrators can make the link to the new version available in the header of the Classic user interface so that each agent can individually choose to preview the new version.

To show the new Zendesk link
  1. Sign in to your Zendesk account.
  2. Select Settings > Agents.
  3. Click the Show the new Zendesk option.
Note: If you started your Zendesk trial on or after 9/12/12, your default agent interface is the new Zendesk so there's no need to change this setting.

Once the link to the new version of Zendesk has been enabled by an Administrator, all administrators and agents can see the link the header of the Classic version.

To get back to the Classic interface from the new Zendesk, click your profile icon in the upper-right corner of the page header, then select Go to web portal.

How to switch individual agents to new Zendesk

If you'd like to have one or more but not all of your agents try out new Zendesk without having them click the Try link each time, you can add a tag to their user profile. This tag tells Zendesk to show the new Zendesk by default to these users. If you remove the tag, the default returns to Zendesk Classic unless you've set new Zendesk as the default (as explained in the next section).

Note: Agents can't add tags to their own user profiles.
To add the switch to new Zendesk tag to a user profile
  1. Sign in to your Zendesk account as an administrator.
  2. Edit the agent's user profile and add the redirect_to_new_zendesk tag.

    You can add the tag to the agent's user profile in either version of Zendesk (classic or new).

See this tip for more information.

 

How to set the new version of Zendesk as the default

When you're ready to make the switch to the new Zendesk, you can make it the default interface. When you and your support staff sign in to your Zendesk, only the new version is available and you will not be able to access Zendesk Classic (and of course the preview link described in the previous section will no longer be visible in the user interface).

To switch to the new Zendesk
  1. Sign in to your Zendesk account as an administrator.
  2. From Zendesk Classic, select Settings > Switch to new Zendesk.
  3. Click Switch.
If more some reason you need to switch back to the Classic version of Zendesk, contact our Support team.

A quick tour of the new agent interface

In the new version of Zendesk, the agent interface has been completely redesigned and optimized to increase an agent's productivity. It is now a multiple tab interface, meaning that each time you open a ticket a new tab is opened.

Each ticket tab contains separate panels for the different components of a ticket. In one panel you see the ticket data, in another you see the ticket requester's user profile. If you use organizations in your Zendesk there's an organization panel.

In our example above, the ticket requester doesn't currently belong to an organization, so if you click the organization panel you'll be prompted to create a new organization if needed. You can also add the user to an organization by editing their user profile.

You also may have noticed that tabs contain icons that indicate the ticket channel. For example, in the graphic above you can see that Stephanie's support request came from the Facebook channel.

The ticket panel contains all of the ticket data and features that are in Classic, just laid out in a beautiful new interface.

The sidebar

On the left side of the new agent interface, you can access the agent dashboard (your agent home page), your views, customer lists, search, the Help Center, the Reporting dashboard, and all of the pages for managing your business rules, workflow, and account settings.

Home

Home is is the agent's dashboard. On it you'll find a list of recent updates to your tickets, the performance dashboard that displays open tickets assigned to you and the groups to which you belong, your customer satisfaction rating (if this feature has been enabled in your Zendesk), and a view containing the tickets that require your attention. This means tickets that are new and open and assigned to you, unassigned tickets in your groups, and tickets not currently assigned to a group.

You can quickly toggle between the tickets assigned to you and those assigned to other agents in the groups to which you belong.

Views

Views, which was contained in the menu bar in Zendesk Classic, has been moved and can be accessed by clicking the Views icon () in the sidebar. All of your views are displayed as tables and, as noted above, can be sorted by clicking the column heading.

When you're looking at a view, you can select the Start button to start looking at the tickets in the view. This opens the first ticket in the view that is not currently being viewed by another agent.

You may also have noticed that the second column in a view contains a color code. These colors are used to indicate each ticket's status.

To create a new view, you do what you did in Classic—add a new view on the manage views page. Click the Admin icon () in the sidebar and then select Views.

For more information about using views in the new version of Zendesk, see Using views to manage ticket workflow in the Zendesk Agent Guide.

Customer lists

Customer lists define a segment of your users in Zendesk based on a set of criteria. Customer lists are similar to views for tickets, in that they enable you to create a list of a specific group of users based on system attributes, tags, and custom fields. To learn more, see Creating and using customer lists.

Search

Search, which was contained in the menu bar in Zendesk Classic, has been moved and can be accessed by clicking the Search icon ( ) in the sidebar. Search now provides pre-defined search filters.

To read all about search in the new Zendesk, see Searching the data in your Zendesk in the Zendesk Agent Guide.

Help Center

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. If they can't find an answer, they can submit a request to an agent. Agents can use the Help Center to help solve tickets or to answer questions in the community. The Help Center shares many similarities with the Web portal in Zendesk Classic. It also has some differences. See What's different in the Help Center.

The Help Center is not turned on by default. You must set it up first. During the setup stage, you can customize the look and feel of the Help Center and migrate your content to it. When you're ready, you can activate it. To learn more, see Migrating from the Web portal to the Help Center.

Note: You don't have to migrate to Help Center if you don't want to. You can keep using the Web portal.

Reporting

Reporting is where you will find the Reporting dashboard, which was found under Manage > Reporting in Zendesk Classic.

The Reporting dashboard gives you insight into how your Zendesk is running. It provides data about your ticket volume and management, forums usage, and agent performance. It also enables you to compare key ticket metrics within your Zendesk, and further compare your Zendesk to industry averages.

What you see in the Reporting dashboard is based on your access permissions. For example, you'll only see the Forum and Search analytics if you've been given permission as part of your agent or administrator profile.

For more information about the Reporting dashboard, see Using the Reporting dashboard in the Zendesk Administrator Guide.

Admin

The Admin page is where you will find all of the manage and settings pages that were contained in the Manage and Settings menus in Zendesk Classic.

Aside from the new location for those pages, the functionality and the specific settings remain. And of course, you'll only see the manage and settings pages that you have permission to access.

Quick tips for getting up to speed with the new Zendesk

It should only take you a few minutes to discover where everything is in the new Zendesk interface. But, to help you along, here are some quick tips for common agent tasks.

How do I create a ticket, add a user, or add an organization?

You create new tickets and add users and organizations by hovering over the Add tab in the top toolbar. If you click the Add tab, a new ticket is created.

The following topics describe how to add new tickets, users, and organizations:

Where is my list of recent tickets?

Your list of recent tickets is now under the Add tab. Your five most recently viewed tickets are displayed.

When you click a ticket's title, a new tab is opened in the agent interface.

How do I search my Zendesk account?

The global search is now located on it's own page. Click the Search icon ( ) in the sidebar.

From this page you can search all ticket, user, organization, and topic data. See Searching the data in your Zendesk in the Zendesk Agent Guide.

Where are the Manage and Settings menus?

All of the manage and settings menu pages can be accessed by clicking the Admin icon ( ) in the sidebar.

Where is the link to my web portal?

To access your forums and end-user web portal, click your profile icon in the upper-right corner of the page header, then select Go to web portal.

Where do I find the user options?

These user actions are located in the User options menu, which is available when viewing a user's profile.

For more information, see the following topics in the Zendesk Agent Guide:

Where do I find the tickets options?

These ticket actions are located in the Ticket options menu, which is available when viewing a ticket.

 

Comments

User photo
Rob
aphotofoliocom

so, AWESOME. you guys are the best.

September 12, 2012 15:16
User photo
Craig Morton
movingdata

customer.zendesk.com/agent or customer.zendesk.com/console defaults to the new interface, but doesn't work for enterprise SSO solutions as it redirects to the standard /access/normal interface.

I would like to default to Lotus with SSO - I'm sure it's coming?

Two related features, I would like to see to cover a mixed corporate/ end user helpdesk

1. Default authentication method for straight URL - SSO yes/no

2. company.zendesk.com/access/saml - always SAML redirects

September 12, 2012 18:33
User photo
Kel
fusion

Hi Guys,

The new interface looks great but I would really like to make this the default. If you open the email notifications you go straight to the old interface, instead of the new...

Keep up the great work :D

September 12, 2012 19:33
User photo
Liz Krause

Having same issue as Ryan above.  Why does the new interface not "stick"?   I have to keep clickign the Try new Interface link each time.  Also, another user/admin on our account reports the buddah window shown while updating to new interface just gets stuck adn won't get past that window - I think buddah fell asleep on the job.

Suggestions?

September 13, 2012 07:19
User photo
Anton de Young
Zendesk

Danny, Ryan, Garry, Kel, Liz:

There will soon be a setting on the Agent settings page that will allow you to make the new Zendesk the default. For now, just contact our support team and they can do it for you manually. 

September 13, 2012 16:30
User photo
Anton de Young
Zendesk

Craig,

I created a ticket for the SSO issue and Support will add a response to it here. 

September 13, 2012 16:33
User photo
Kel
fusion

@Anton; thanks for the  quick response!

Greatly appreciated :D

September 13, 2012 17:50
User photo
Peter Sterkenburg
trustpilot

Still getting used to it, but quite liking it so far!

Some small nagging UI things though: one of them is that in Chrome (latest Dev channel) the ticket update notifications don't disappear automatically: http://screencast.com/t/0pnVMcHX

This is particular cumbersome when you bulk update tickets: you have to click all the notifications away. I'd expect them to fade within seconds.

Another thing: the Submit button should be moved. I am working on a 24 inch widescreen and when I set all the fields and custom fields I don't want to move aaallll the way to the other end of the screen to then submit. It's out of my 'view' and interrupts the flow somehow.

Why not have it in that fields left-hand column?

Last, but not least: why is there the 'Submit as New' option? When I assign a ticket to one of my agents and click Submit as New, it still shows as Open on his or her end.

Couple of small things, but they can make all the difference :)

September 14, 2012 02:02
User photo
Jonathan March
Enthought

+1 on chrome notification fade (Peter's)

September 14, 2012 06:35
User photo
Thomas Andersen
tv2net

How do we use SSO on the new interface?

September 14, 2012 06:44
User photo
Craig Morton
movingdata

SSO works as usual - just click on the 'try new zendesk' after you login

The discussions above are about 'default to Lotus on login' ; and

additional desirable features to allow mixed SSO and normal login based on the URL used (see other thread 'introducing SAML for zendesk') 

September 14, 2012 16:41
User photo
Peter Sterkenburg
trustpilot

Sorry to say, but after using it for a few days I am ready to move back to the old interface :(  My 'quite liking it so far' has been changed by my further experiences and the experiences of my agents. It's just slow, buggy, and cumbersome to work with. 

1) View count doesn't update automatically. I have to switch between views to get it to update

2) After multiple ticket handling (updating, deleting, or anything) the Edit Tickets button remains active with the selection done, so I cannot edit 1 ticket seperately. I have to restart the interface to get rid of it.

3) all kinds of graphics issues - black blocks appearing in the screen when switching views and tickets, and then moving the mouse. Or in user profiles.

4) Odd placement of buttons (see my previous comment from earlier too), making the user experience cumbersome

5) In the old interface, once you submitted a ticket it would link to the ticket just handled and say Ticket #12345 got  updated  and give you  Create as macro or post as forum topic.

Now, I can only link back to the ticket in that pop-up that fades (well, sometimes it does fade, sometimes it doesn't), which sometimes is too fast to be able to copy the link (we need the link regularly, as we don't have all our integrations in place yet)

We especially need the possibility to make easy macro's. Not the 5 steps that are needed now to even get to think of making a macro.

6) General performance is that it is slow, in updating, in every action really.

7) Autocomplete of requesters doesn't seem to work, or works very slowly. One has to wait for a while, before/if anything shows up

And I can go on... :(

Was very excited about it all to begin, but not a happy puppy right now!

September 18, 2012 05:37
User photo
Irina
hipway

Agree with Peter, 

for me till at least issues #1, 7 and chrome thing are not fixed we cant move to a new interface.

September 18, 2012 06:36
User photo
Oscar Tobar
Zendesk

@Peter, I have opened a ticket to adress your questions for you.

@Irina, for #1 you don't need to jump in and out of views in order to update the ticket count within views. You can simply click on the "Refresh views" button at the bottom of the views list. This will refresh all of your views without leave any current view. I'll open a ticket for your other two issues.

September 18, 2012 10:30
User photo
Jonathan March
Enthought

@Craig: it is not true that an agent can simply log in to Classic with SSO and then "Try the New ZenDesk". For "Try" to work, they must have logged in to Classic using a zen password, not an SSO password -- at least on our account. As others have pointed out -- when most agents don't even have zen passwords, that adds a barrier to entry.

September 19, 2012 20:00
User photo
Craig Morton
movingdata

 

@Jonathan It works fine for us - very happy - we have some issues in the support queue, but otherwise happy with the interface

I'm on an older Enterprise account where you must 'try' to change interface. The SSO method is the Zendesk one, not SAML - you may need to raise a support request

I have a task to try SSO & SAML on a new trial/spoke account that defaults to the Lotus interface for agents. (does it have another name now?)  

I really like the differentiation of two interfaces for each user/audience type and would like to see this reach a logical conclusion.

September 19, 2012 20:36
User photo
Jonathan March
Enthought

Thanks for the info. Yes, I think the new interface is not far from the tipping point, lots of very good aspects.

September 19, 2012 20:40
User photo
Kel
fusion

Hi guys,

I've been using the new interface for a few weeks now and I have a question that I haven't been able to find in the forums.

In my support queue, tickets are sorted by status; "new, open or pending" - If I sort by another column heading, for instance "requested by", I am unable to change the sort list back to sort by status.

I've tried to make status a column heading, in fact according to my set up it already is. The only way I've found that I can get that view back, is by logging in and out of the system.

Can you help? or advise what I'm doing wrong?

Many thanks.

October 01, 2012 19:16
User photo
Rob Yule
bluegiant

A few things that make the classic better:

1. Search should always be available in the header as in classic.

2. Ticket descriptions do not show an auto populate list like classic.

3. agree the submit button is in a dumb place, should be in the header bar as well, or at leat always in view.

4. Custom field on the left do not size to the complete list, you have to scroll, nor does it flyout, thus if you are 3 levels down you need 3 clicks, where in classic you just moved your mouse to the 3rd level

October 02, 2012 03:44
User photo
Nathaniel Galimore
levelnine

This is a follow-up to your previous request #266836 "Lotus and LogMeIn"

Its really annoying the all these "New Useless Apps where added"....Why in the world would you not focus on getting apps (widgets) already in use integrated....

The new Zendesk interface will greatly help us with efficiency...

We went Zendesk because of how integrates with logmein rescue...

For a staff of 3 we spend $270 per month on this software and we cant use improved features because of this....

This really disgusts me...

October 03, 2012 13:50
User photo
Justin Seymour
Zendesk

Hey Nate: 

We're working on transitioning the LogMeIn integration. We'll provide updates when this is completed. 

October 04, 2012 09:30
User photo
Maria Petersen
bamboohr

I wanted to post a comment as well as we're having some troubles that I didn't see mentioned in other responses.  Primarily we're having issues with tickets not assigning to the people you set it to.  For example, I manage a customer service team and so I will set the Assignee to one of my reps, then submit it as pending.  The problem is, the message stays in MY queue still.  I try again and again, but it still sticks in mine (and yes, I have double-checked to be absolutely sure that I have the settings right:)).  This same thing is also happening to the reps when they try to assign tickets to me.  We have found the only way to fix it is to shut down your web browser completely and re-open it.  One of my reps had to clear cache and cookies as well.  It then works fine for a while but after you've had it open for a few hours or sent a bunch of messages, it starts doing it all over again.  It's super frustrating.  Anyone else having this issue?  We're seeing it on Firefox, Safari and IE so far both for Macs and PC's.

Secondly, I just wanted to comment that it would be great if your custom drop-down list fields for your tickets still worked like before where you could start typing and it would take you to the correct entry.  I have to actually scroll and click now which slows me down just a little bit (not a huge deal, but still an annoyance sometimes).

Lastly, I'd like to just second what Nate G says about the integrations.  We had a Salesforce and Basecamp integration set up and with the new switch, neither of those work any longer and our developers have to do some additional work to make them update once more.

October 05, 2012 12:51
User photo
Jennifer Rowe
Zendesk

Hi Mpeterson,

You might want to file a ticket for your first issue. Sounds like our support team might need to talk to you directly to figure out what's going on...

And for the other two issues, would you might adding them to the Switching to new Zendesk forum as new posts? I'm afraid they will be buried as comments on this topic and not get noticed.

thanks!

 

 

October 05, 2012 15:01
User photo
Mattis
telipol

Going to "events" for a ticket doesn't show what channel a tickets comments is received through. For example, I can not see whether a customer sent an e-mail or used the website to comment.

October 10, 2012 02:04
User photo
Aaron Pewtherer
Zendesk

@Mattis: Ticket channel listed in events is in development.

October 16, 2012 11:51
User photo
Chandler Bainter
afo

Is Manage People available in the Lotus version? I can't seem to find it. Or is this something that the Administrator must enable for the Agents?

Will there be a way to open several tickets in individual tabs without leaving the dashboard or views list? In Classic Zendesk, I can be looking at a table of unsolved tickets, then use my mouse wheel button to open any number of specific tickets in new tabs of my browser, which I can jump to when I am ready. In Lotus, I find that I have to return to the dashboard or view list after clicking a ticket in order to open multiple tickets at once. 

October 16, 2012 14:10
User photo
Aaron Pewtherer
Zendesk

@Chandler: Please see your answers below:

1. Agents have the same privileges they had in Classic. You can access Manage > People under [gear] (lower left) > Manage > People.

2. No plans on opening multiple tabs from a View, like Classic used to do. Great idea though. I will let our Product Manager know.

October 17, 2012 14:00
User photo
Aaron Pewtherer
Zendesk

@Chandler: Ignore the #1 above. You are correct, an agent is not able to see the Manage > People section on the New Zendesk. This should be fixed shortly.

October 17, 2012 14:13
User photo
Jonathan March
Enthought

+1 on Chandler's request for opening multiple tabs.

October 17, 2012 17:46
User photo
John Burk
pipelinefx.com

Just started using the new interface, one thing immediately pops up:

Where's the ticket URL?

We (all agents on our helpdesk) often roll over the subject heading in the ticket list and copy the URL into clipboard, and then paste the URL into skype, email, whatever.  In the new interface, this just yields:

https://pipelinefx.zendesk.com/agent/#

Which conveys no information...

 

And just my 2 cent's worth (haven't scanned all the way through this thread, so this may be a frequent gripe...), but "Recent Tickets" is in a completely obfuscated location.  Could it possibly be any less obvious?

October 17, 2012 21:31
User photo
Chandler Bainter
afo

In an email to the ZenDesk HelpDesk folks, I also suggested being able to pin the Dashboard and/or Views list to the desktop. Would anyone else find that useful?

October 18, 2012 06:05
User photo
Aaron Pewtherer
Zendesk

@John: Good point! At the moment, you will need to view the ticket, then copy the URL. Thanks for your feedback about the "Recent tickets" location.

@Chandler: Do you want to display a dashboard at a different location? Can you login on a different window to display the dashboard?

October 19, 2012 14:55
User photo
Chandler Bainter
afo

If one of the purposes of the Lotus design is to keep all of my tickets in one browser tab, I would like the option to "pin" the Dashboard and/or my Views list to the tabs area. 

In my attached example, there is a ticket "Photos at Cedar" already open, and I have clicked on the Views button off to the left. I was thinking there could there be a button, perhaps where my mouse pointer is, that would allow me to "pin" this view between the already opened ticket tab and the "+add" tab.  This could also be applied to the Dashboard pop-out window too. 

I would likely pin my Dashboard or my most favorite list view first, then go open a few different tickets to work on.  I've used the Start button a few times here-n-there, but knowing up front that some tickets don't need to be touched I found it a bit of a time-waster to have to click through them.  

Here's a new idea: From my list view, I could use the check box to select any number of tickets. Instead of the "Edit" button (in the lower right corner) only have the EDIT feature, perhaps an option to "Open Tickets" could have all the selected tickets open along the tab bar.  

This isn't a deal breaker. I could get used to getting my tickets from the slide out window.  Just a few nice features, I would think, for your consideration.

--
Warmly,
Chandler ?=^)  

October 22, 2012 06:03
User photo
Nathaniel Galimore
levelnine

any update on logmein...this really sucks

November 02, 2012 12:04
User photo
Jake Holman
Product Manager

@Nate we're hoping to get the LogMeIn Rescue app in place by the end of next week. 

November 02, 2012 13:09
User photo
Ron Vichar
gtatech

I was hoping as well to integrate my ZenDesk with LogMeIn Rescue and got "Excited" when I first learned about this feature being mentioned in your latest e-mail "Discover the Top Zendesk Features!" ... Well as it turns out to my discovery I can't find the Widget anywhere in my admin panel.  I look forward to this transition being completed soon, so please keep us posted. 

November 24, 2012 20:21
User photo
Henrik Bakstad Henriksen

@Jake any updates on the LogMeIn Rescue for Lotus?

December 03, 2012 00:37
User photo
Nathaniel Galimore
levelnine

Henrik, and others...

Zendesk keeps adding several interations of the same app...yet we still dont have a functioning logme in app...

My business has 4 empoylees and we pay nearly $300 per-month for zendesk services...it has becomes the most expensive software we use...but the support is no where near the best.  Zendesk should learn from Freshbooks and LogMeIn on how to provide support..and perform product releases

I am about to spend some hours on google looking up the following people:

Mikkel Svane - Chief Executive Officer
Zack Urlocker - Chief Operating Officer
Adrian McDermott - Senior Vice President, Product Development

I will find email addresses and other contact info...I will be reaching out to them directly, and routinely to get this resolved.

If I am not the only one I imagine it would help...and this does work...

Two months ago l had ordered a laptop from Lenovo (great machine )...after a month there was no status...and they had my money..

I spent half a day finding info on C-Level and Executive level staff....I got in touch with Director of Global Fulfillment who was in singapore...that day I got an email from US Director of Distribuiton and my laptop showed up the next day.

The underlings of Zendsek  we are talking to are acting like robots and are stalling....start contacting the people at the top...something will happen

December 03, 2012 08:25
User photo
Jake Holman
Product Manager

@Ron, Henrik, Nate: My apologies for not getting back to this thread sooner. Unfortunately we discovered there was a significant amount of work involved to get the LogMeIn Rescue app into new Zendesk. The old integration relied on a lot of server side rendering, something the new Zendesk agent interface does not actually do much of, in order for it to be able to do the full loop feedback (generating the pin, the URL and then dumping the session details back into the ticket once done) which makes this integration rather unique.

That work was completed last week, and we've spent the past week testing everything, and tweaking or fixing where we can. 

The app is now done, and we're just in the process of updating the documentation now. That should all be done today, and we should see an app live and ready to be used later this afternoon - San Francisco time.

December 03, 2012 08:36
User photo
Jake Holman
Product Manager

The LogMeIn Rescue app for New Zendesk is now live. There's not too much difference to the existing Classic Widget, but there are some important changes in LogMeIn that must be made if you want session details posted back to the ticket. We've update our LogMeRescue for Zendesk Guide which I would recommend running through again if you're moving from Classic Zendesk to New Zendesk, pay particular attention to #3 of "Configure LogMeIn Rescue". 

We've also open sourced the app here: https://github.com/zendesk/logmein_app - forks and pull requests are welcome. 

Please post any questions (and of course feedback) about the LogMeIn App to support@zendesk.com

December 03, 2012 17:44
User photo
Jason Berryman

I'm getting used to the new interface.  I have recently returned to Zendesk after trialling a couple of other products and finding that nothing else compare.

The Agent Dashboard does not display New / Unassigned tickets.  There should be a tile for these which flags new tickets and maybe changes colour based on the highest priority ticket in the queue.  For example, if an urgent ticket has been created, make the background of the New / Unassigned ticket tile, red.

Also, when clicking on a tile, the tile is highlighted and the area below displays the information relative to the tile.  However, I can't find a way to return to normal without reloading the page.

Finally, it would be nice if the tiles for a group could be accessed "alone" on a web page for display on a wallboard.

December 15, 2012 07:35
User photo
Justin Seymour
Zendesk

Hey Jason: 

Thanks for the feedback! In its current state, the dashboard displays a combination of new, open, assigned and unassigned tickets. These are lumped in to that Tickets requiring your attention category. While this isn't customizable right now, we hope to make some changes in the future that would allow for more personal dashboard. I'm not sure I'm following your workflow regarding the tiles; could you explain a bit more?

December 17, 2012 07:35
User photo
Jason Berryman

I'm not sure which bit you want me to expand on.

Currently, there is an issue with clicking on a tile in the Dashboard.  It filters the results below, but there is no way to return to the normal view without refreshing the web page.

My comment about the wallboard is a feature request to have tiles such as "Support Group - Unassigned" or "Billing Group - Open" displayed as tiles on a large wallboard for all agents to see.  We currently have something similar for our telephony wallboards, which show calls waiting or time waiting.  These tiles then change colour or flash if the values fall outside certain parameters.  For example, more than 3 calls waiting to be answered, the tile turns yellow and more than 6 calls waiting it turns red and flashes.  If these stats are available via the API, I will create something suitable.

December 17, 2012 16:52
User photo
Justin Seymour
Zendesk

Understood! Thanks for the clarification. After clicking on a ticket from the dashboard, you can click on the Views icon to return you to your views or the Zendesk logo which sends you back to the dashboard. You shouldn't need to refresh the page at all. 

December 18, 2012 10:05
User photo
Jason Berryman
My issue is not clicking on a ticket. The issue is clicking on a dashboard tile filters the ticket view and not easily being able to return to the default view. I'm suggesting that clicking the tile again should unfilter the ticket view. Does this help?
December 18, 2012 10:20
User photo
Jonathan March
Enthought

@Justin, to support @JasonB, this is an oft-reported problem with dashboard which is such a stark violation of user expectations that I'm very surprised that was not quickly fixed. To put it another way: Apparently the only way to get the dashboard back to its starting state, for example after clicking the "Solved" tile/button at the top right of the dashboard, is to reload the entire New Zen browser tab.

December 18, 2012 18:07
User photo
Max McCal
Product Manager

Jason & Jonathan - 

Just to be clear, by "Tiles", do you mean these: http://screencast.com/t/ABuEMAOWGP6

Assuming we're on the same page, I think it's a good idea to provide a way back. I'll investigate and provide some more information soon. Thanks!

December 19, 2012 16:12
User photo
Jonathan March
Enthought

Max, that media link seems to be a tutorial video.

I'm not sure how I can further clarify my description "clicking the 'Solved' tile/button at the top right of the dashboard". I can find the word "Solved" only once in the top right of (or indeed anywhere in) the dashboard. If there's a word for that clickable object other than tile or button, I'd be happy to use it instead.

I hesitate to speak for Jason, but it seems that, taken together, his 3 mentions of this issue pretty clearly point to the same thing.

Finally, I don't mean to be tendentious, but it's more than a good idea - it's a glaringly self-evident necessity. What would you think of a word processor which could enter print preview mode but could not leave it without quitting and restarting the application?

December 19, 2012 16:43
User photo
Max McCal
Product Manager

Sorry, clipboard problems. I did think you were fairly clear, but since we don't use the word tile anywhere in our interface, I just wanted to be sure. The link in my previous comment should NOW reflect the image I wanted to show. 

As I mentioned, I'll investigate making a change, you're correct, there should be a way back.

December 19, 2012 16:46
User photo
Jonathan March
Enthought

Yes, that's it, thanks. For future reference, what do you call that tile/button-like clickable object?

December 19, 2012 16:49
User photo
Max McCal
Product Manager

To be honest, I don't think it has a name. I'd call it a button to be generic. Maybe I'll investigate that, too. :)

December 19, 2012 16:57
User photo
Nicole Cheek
sbiaj

Silly feedback, but there is no easy way for me to copy and paste a ticket number into documentation. This is the way we track all issues and it's very, very time consuming. Also, many tend to swap from one tab to another in a browser and we miss being able to see that ticket number on the browser tab. All in all, I like Lotus much better. Finally, when we do a search, we miss the sort by latest activity. How would we search the topic say "donuts" for the last 24 hours? Thanks!

December 20, 2012 05:03
User photo
Jonathan March
Enthought

@Nicole. Agreed!

Pivotal Tracker has two tiny "buttons" on any opened ticket, one for copying the ticket number, the other for copying the ticket URL to the clipboard. Really useful.

The ticket number in browser tab has been promised as part of a full redesign of these tabs (though personally, I'd be happy if you just added ticket number to tabs for now, and made it perfect later!)

December 20, 2012 05:10
User photo
Gary Lavin
ceojuice

@Nicole +1

December 20, 2012 05:58
User photo
Jason Berryman
@Max: Working in the call centre industry, I would personally call them "tiles" as used on wallboards. @Jonathan: Thanks for your support. Perhaps something will get done now!
December 20, 2012 06:08
User photo
Molly Jones

Hey Guys, 

Sorry if this question has already been asked above, my agents use multiple tools in conjunction with ZD and frequently reference the ticket number while in those tools. In the old ZD, the ticket number they were working in showed up on their browsers tab, but in the New ZD it does not. Any way that I can set a default so that happens?

Thanks!

December 21, 2012 17:29
User photo
Justin Seymour
Zendesk

Hey Molly! 

I'm with you on this one. I like having the ticket number viewable in the tab as well. Because of the way we load tickets in the new interface, titles and numbers aren't displayed in the same fashion as the classic interface. We don't have any options to enable/default this at the moment, but it's something we want to change, as it's a fairly popular request. 

December 24, 2012 05:21
User photo
Molly Jones

Merry Christmas Eve Justin!

Good to know, we will adjust as necessary and appreciate the feedback! Fingers crossed the new year brings us numbered tabs!

December 24, 2012 09:09
User photo
Jenny Council
livingopps

I haven't gone in depth looking at it, but right off the bat I do not like losing so much screen real estate to the left hand panel.  

When I'm working in one view, I don't need to have a list of all the other view's cluttering my screen, and preventing the ticket list from being wide with as many columns as I'd like.

There is no way to resize or hide this panel.  

Also just like i don't need to constantly look at all the views, I also don't need to look at that news feed - basically the LH panel should not be a fixture on the screen.   It reduces the attractive simplicity of the zendesk old interface that did not make me look at unnecessary clutter.

A ribbon would work better for me, if you want to get away from menus.

January 02, 2013 19:22
User photo
Molly Jones

Hello Again!

I'm wondering if there's any way that we can get all of our views showing up on the left hand side column? Having to click on settings::views doesn't let me see the number of tickets in each view and is an extra step that i'd love to avoid! Having them all on the left hand side is a joy, if only they were all visible!

Thanks!

January 02, 2013 19:29
User photo
Justin Seymour
Zendesk

Jenny: We'll be addressing screen real estate in future updates. We've had a lot of great feedback on the sidebar, and we realize that the interface in general could function a bit better on your smaller laptop screens. Most of us work on a 13-inch monitor, so we understand the working hassels. Making the sidebar collapsable is a hot talking point. 

Molly: I'm afraid you're stuck with the more (views) link for now -- sorry! The sidebar is still in its infancy, and we'll be making adjustments as use-cases and feedback rolls in. One suggestion, if you haven't already done so, would be to rearrange your views so the important stuff is always visible. 

January 03, 2013 05:42
User photo
Molly Jones

Thanks for the suggestion Justin! We actually already do that. More details in the ticket you've created!

January 03, 2013 06:55
User photo
Ken Loomis

It would be really nice if there were tool tips on the icons in the left side pane. I can figure out the magnifying glass, but the others are meaningless. Better yet, why not use words rather than icons that require me to translate them.

And speaking of the magnifying glass, was I supposed to guess that it only searches on last names (or what it thinks are last names)? 

Other than that, I find it's easy to get lost in the levels. 

January 03, 2013 10:39
User photo
Chandler Bainter
afo

+1 for Ken Loomis.  I think what he is talking about is similar to the system one of my email providers use.  See attached. 

January 03, 2013 11:36
User photo
Sally Procter
contigo

Hi, apologies if this question has been asked before. 

In the previous version of Zendesk you could export your tickets to a CSV file.  Is this still possible in Lotus as I can’t find the option anywhere.  I am going back into the old version to do this at the minute.

Thanks

Sally

January 04, 2013 06:45
User photo
Justin Seymour
Zendesk

Hey Sally: 

You can export to CSV in the new interface from Manage > Reports > Export. The CSV export function is available on Plus+ an Enterprise plans. 

January 04, 2013 07:06
User photo
Sally Procter
contigo

Hi Justin, thanks for the quick reply.

That's a shame we used to be able to do this on the regular plan but that would explain why I couldn't find the export.

Thanks again

 

Sally

January 04, 2013 07:35
User photo
Andrew McMaster
clubready

we're hoping the old interface never goes away - sad to say when it does then so will we - the new interface is certainly a lot nicer looking but the usability is a lot worse by a long long way. A new agent can use the old interface in under 5 mins - its just so simple and obvious - on the new interface there is a much larger learning curve - too many options, too much clutter and too many things that are not obvious.  Sorry

January 24, 2013 00:07
User photo
John Burk
pipelinefx.com

+1 for "we're hoping the old interface never goes away".  There is too much missing from or in the wrong place (or counter-intuitive) in the new interface.  It's a bunch of little things, but the long and short of it is that the new interface is less usable than the old one.

@Molly Jones pointed out one simple one that all our agents agreed was a deal-breaker all by itself: no ticket number visible in the tab. 

I've made a really concerted effort to use the new interface for, and was surprised at the sense of relief I feel every time I go back to the old interface.  There are way too many things that just are in the wrong place in Lotus, one that always hit me was the "submit" button being down in the lower-right, when everything else in the interface is in the upper-left.  I'm always struck by how it feels like it's in the wrong place...  I find I have to drive my mouse several more miles a day in the new interface.

Please, please, please: never make the old interface go away...

January 24, 2013 10:13
User photo
Peter Sterkenburg
trustpilot

@Andrew/John: I couldn't have said it better. Thanks!

January 24, 2013 23:48
User photo
Ken Loomis

I really dislike the Submit button. I'm never sure if I'm making a selection or actually making a submission. It's not cool to deviate from standard interface idioms. Also, I agree it's in a weird place. Maybe your designers need to re-read "The Design of Everyday Things". 

January 25, 2013 08:18
User photo
Justin Seymour
Zendesk

Thanks for the comments, folks! Awesome feedback. 

January 25, 2013 09:15
User photo
Jose Ortiz
tcicollege

when I try to goto back to the old one it doesn't show me my tickets and when I log in it sends me back to the new one

January 25, 2013 16:09
User photo
Justin Seymour
Zendesk

Hi Jose: 

The Go to web portal link takes you to the old portal, but none of your tickets or administration options will be available. To revert back to the classic interface, use this: http://mydomain.zendesk.com/switch

January 26, 2013 05:00
User photo
Peter Minne

After using the new UI for several months now, my remaining complaints are:

- my own avatar appearing next to the comments of customers (not the case in the old UI)

- very very very annoying caching mechanism where you have to manually refresh your window all the time (or click the tiny refresh buttons if available)

- the process of creating an agent is not really intuitive and can be pretty confusing

But in general I prefer the new UI. ;-)

February 19, 2013 07:42
User photo
John Berlet
evolvondemand

@SallyP's comment above - export to CSV from a View used to be available in the "Classic" interface and now that is no longer available?? I will stick with the "Classic" interface until this comes back - run too many adhoc reports to not have this feature.

John

March 16, 2013 02:32
User photo
Brandon K.
Zendesk

@John: Adding the ability to export a view as a CSV with the click of a button is on our roadmap to add to the new interface, but I do not have an ETA of when you can expect this feature parity. In the meantime, if you want to switch over and this is the only feature preventing you there is a workaround. If you click on one of your views, you will see that the url follows this format subdomain.zendesk.com/agent/#/filters/[string of numbers] . If you change the agent/#/filters to rules and add .csv to the end you will be able to download the CSV of the view. The format of the url should look like this subdomain.zendesk.com/rules/[string of numbers].csv

I hope this workaround helps!

March 18, 2013 09:22
User photo
John Berlet
evolvondemand

@Brandon - thanks, but this seems a little absurd to have to remember the exact path to a .csv/view when I used to just be able to click on a link to download it within the view. I can wait in the meantime - still would need to test/fix our extensions in the new interface as well....etc. Not compelling enough yet to move over.

Thanks,

J

March 18, 2013 12:36
User photo
Ben S.
thumbtack

Is there a way to have the "Reload Apps" function occur automatically whenever a new ticket is opened? I have a custom app that creates a link based on the requester's email address. It seems we need to Reload Apps every time we open a ticket in order to have the link display properly.

April 04, 2013 19:27
User photo
Spike

An agent of ours discovered that he is not able to edit the organization or user notes fields.  He's a standard agent, not an administrator.  Agents ARE able to edit these notes fields in the former version of the system.  Is this a bug?  Or a permanent change for the new agent interface?  We use these notes extensively and would like them to be editable by agents if possible.  

I'm attaching a screen shot as an example.  I'm an administrator, so I am able to edit the notes...

April 12, 2013 09:43
User photo
Dave Glenn

Finding several problems with the new interface. Many are listed above if you read them all but for me the highlights are:

1 - Cannot configure the default dashboard view. I need to see the Organization Company in this view as we have priority customers. Can't figure out the important ones in this view. 

2 - No CSV export from the views. Workaround provided by editing the url but this has been reported months ago for the new UI. Very useful and basic feature. 

3 - Searching on Organization comes back with users 0  after clicking on the user tab then you get a user count. 

4 - Personally I would like the option of seeing the list view on the left pane with the dashboard main screen. The list view is very helpful because it displays counts and the dashboard doesn't do any filtering by group. 

April 15, 2013 11:56
User photo
Brandon K.
Zendesk

Hey Spike,

We'd probably need to take a look at your specific set up and your agent's permissions. Do you think you could submit a ticket to support@zendesk.com with all of this information? We'll be able to help you out from there.

Thanks!

April 15, 2013 14:43
User photo
Aaron Pewtherer
Zendesk

@Chandler (October 16, 2012 14:10): New Zendesk can now open ticket tabs from a View in the same interface. Use Cmd/Ctrl for multiple tickets. :)

June 20, 2013 16:20
User photo
Chandler Bainter
afo

@Aaron -- thanks to you and your team for adding the new navigation feature. :) 

June 24, 2013 08:55
User photo
Samuel Fewster
sportingpulse

Howdy - we're almost ready to switch to the new interface (all of our agents are now using it), however I can't seem to 'assume' another agent/user identity on the new version. Would this be a setting thing at my end or is this function just not in the new version yet?

July 01, 2013 19:27
User photo
Loz Lawn

Hi, can anyone help?

 

every time i post a comment in these zendesk support desks others have used, how do i change my avatar? or even change the profile?

reason why im asking is every time i reply via email, even though i have no signature file, it posts some url all the time in my replies and its driving me nuts...

 

thx

July 15, 2013 07:41
User photo
Aaron Pewtherer
Zendesk

@Samuel: (While this functionality is still being developed) You can still assume an enduser in the new interface by, Right+Click on the enduser name (Manage > People), select "copy link", and paste in a new tab. Note: Be sure to "revert identity" before closing the tab or the interface will still think you are them.

@Loz: 1) You might have a "Gravatar" setup, which is a "universal avatar" used in Zendesk profiles as well. Login: http://en.gravatar.com/
2) If the Zendesk account where you created a ticket as an enduser has this option enabled, you can click on your name in the upper right, and "edit." If this option is not there, than you will need to ask that account to change items for you. If you are an agent on the account, the "signature" is added in your profile. Click on your avatar in the upper right and edit the signature box. If you are not setting this, create a Support ticket with more details.

July 15, 2013 11:52
User photo
Loz Lawn

Hi Aaron, thanks for the reply bud..

 

Ok, thats still weird, there is no URL in my profile, yet I still get an url added to my replies of zendesk clients support desks... Ive checked with the two places where this is happening and there is no profile setting at all.

 

do you have any other ideas why this is still happening other than #2 that you suggested, as they don't have a clue either.

 

Thx..

 

Loz

July 15, 2013 14:56
User photo
Aaron Pewtherer
Zendesk

@Loz: Good question. Create a support ticket with the signature being added, and example ticket number, so we can research the issue.

July 15, 2013 15:27
User photo
Zane Francis

Is there a way to make the Agent go back to the agent dashboard after submitting a ticket.  It seems to go back to the "Views".

I know I can set up a view that lists tickets in the same order as the dashboard table, but doing this we miss out on the "updates to your tickets" list.

August 08, 2013 17:59
User photo
Mike Duffy
sevone

We have a custom field that shows up in classic view, but is nowhere to be found in the new Zendesk. All of our other custom fields show up on the new sidebar. Am I missing a setting somewhere, or is this a bug?

August 15, 2013 11:41
User photo
Aaron Pewtherer
Zendesk

@Zane: Interesting observation. Are you referring to updating tickets from the dashboard, then updating from the "tickets requiring your attention" which then redirects back to "/filters/incoming" view? You are correct that that seems it should go back to the dashboard from whence you came. We created a ticket on your behalf to ask our Product team about this.

@Mike: On an Enterprise account, any new ticket fields need to be added manually to the desired Ticket Form. You can add the ticket field under Manage > Ticket Forms and click the name of the Ticket form you want to modify. Then drag the ticket field into the desired location.

August 15, 2013 16:15
User photo
Zane Francis

@Aaron: Correct.  The dashboard is a really nice view, and if the agent selects a ticket from anywhere on the dashboard (either from "Tickets requiring your attention" or in the "Updates to your tickets" list), after they update it redirects back to /filters/incoming instead of the dashboard view.

 

Thanks for looking into this.

August 15, 2013 18:31
User photo
Julianna

my team depends on the user notes, we put special requests there and other details pertinent to how we deal with a specific customer. i noticed that in the new interface, the user note is only visible if you click the requester's name? whereas on the old view, the note is on the top part of the sidebar.

do you nice folks know of a way to show that on the ticket view? perhaps i'm just not seeing it.

thanks very much!

September 13, 2013 10:12
User photo
Jake Holman
Product Manager

@Julianna: You can sure add that back. In our App Marketplace, search for an app called "User Data App". Here's a preview of it: http://www.zendesk.com/apps/user-data-app

September 13, 2013 10:15
User photo
Julianna

wonderful! using it now, thank you Jake! :)

September 13, 2013 10:21