I was told by Support that I had to write a feature request for this, so, okay.
Feature Request Summary:
If you make a major change to the interface and functionality of the ticketing system for all accounts, please, tell your customers. I should not have to write to support and send videos to show that my tickets are auto-refreshing and I did nothing on my end, to find out that a massive interface change has taken place. Even your agents seemed unaware of this.
I was informed, that despite my account not opting into "Omnichannel Routing", and not even being eligible to use this product, that ALL Zendesk instances were updated and tickets now automatically refresh and reload the contents while agents are in them, instead of displaying a message about the ticket being updated and needing to refresh in the upper left. This is not changeable or something you can opt in or out of, despite it apparently being tied to a feature that you must opt into.
This was not announced anywhere, nor is it mentioned in any documentation.
Business impact of limitation or missing feature:
I have been going in circles with Support since November with issues with macros, triggers, and automations all not working correctly and missing steps/actions/changes to tickets.. This correlates *exactly* with when this major unannounced change happened. Which, by the way, was right before the holiday season, so this has been an especially stressful bug to try and unravel. I would beseech you to please announce all changes to agent experience to your customers. It shouldn't take weeks of emails and your support team talking to an expert to find out that yes, everyone's interface was changed in a major way.
Not only was I set back massively by this lack of announcement in figuring out how, why, and every place this seems to have broken out system, but I had no way to know to tell agents this was changing, or update our documentation on how to work tickets. I also spent over 10 hours refreshing and applying macros to make HAR files of the issue for Zendesk support as a result of the complete lack of communication of this change to even your own agents.
Other necessary information or resources:
There's literally no resources or mentions of this change at all, so there's nothing I could possibly put here.
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