JB

Really exciting feature development. This is a big step forward for sandbox and environment management.

My initial takeaways from enrolling in the EAP:

• Initial load of our production file took approx. 6-9 minutes to load, now takes 20ish seconds to reload on switching environments.
• LOVE search, particularly that search is retained when switching environments
• Some of the naming of features are different from admin interface to config output e.g. “contextual workspace” vs. “workspace”
• Looks like this only includes ACTIVE attributes. I would love to be able to filter on this and see INACTIVE results to quickly check between environments where something is built vs. inactive vs. active.
   

Feature Request Summary: 

We would like to be able to drill-in on the work in queue for each queue configured inside of the dashboard.

Description/Use Cases:

Our team leads, responsible for managing day-to-day operations, currently need to juggle multiple dashboards to effectively monitor work queues and understand the nature of tickets waiting to be addressed. They rely on different views and dashboards, such as the queue dashboard, Live performance by channel dashboard (for agent statuses), and regular views inside of Zendesk for their groups. This setup is cumbersome and not intuitive, requiring them to switch between interfaces constantly.

Ideally, we aim to consolidate this information into a single, unified dashboard - we've got some way there combining statuses + queues on one dashboard. But the lack of drill-in means that leads are still switching back to views to check the same information that is in queues.

Business Impact of Limitation or Missing Feature: 

The current Live Data is great, however having a simple drill-in to the tickets would be beneficial to our leads work. It cuts down on clicks for those running the team, allowing them to work more efficiently, so they know which agents need to be moved to accomodate different work. 

Does this apply with OCR enabled? Since enabling this doesn't appear to be present on our messaging tickets.

+1 we're currently completing testing and our no.1 feedback is that it's unclear when and why a browser refresh is required. Tickets that appear in the agent home seems inconsistent. Examples of inconsistencies:

• Escalation assigned to different group > ticket remained in home until refresh
• Solved ticket removed instantly
• Home shows newly assigned tickets after first going online
• Home doesn't show newly assigned tickets after solving/setting a ticket to pending.

Adding on that I would love to see improvements to this experience! I managed to timeout the UI just by clicking page-to-page on the deleted tickets view then had to start over. Finding one ticket, I knew the ID of, took 5-10minutes and then I was able to manually recover.

FYI the in-product feedback link on the deployment page is restricted.

Overview
When using the new deployment feature for sandboxes, our admins regularly are using manual text comparison to confirm values between sandbox and production.

What problem do you see this solving?
During deployment, we've found that changes were made directly in production that were overwritten with deployment from sandbox. Deployments have also disrupted routing rules due to unexpected changes in tags used between sandbox and production. We now manually compare to confirm visually between both before deployment.

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business?
Daily - weekly. Frustrating and feels easily remediated with existing Zendesk technology.

Are you currently using a workaround to solve this problem?
Yes - diffchecker.com and visual comparisons side-by-side.

What would be your ideal solution to this problem? How would it work or function?
It would be great if during the dependency match, there was a visual confirmation between both triggers to show conditions + actions to ensure there is no unexpected issues. 
A display preview similar to trigger revisions would be excellent.

Overview of your product feature request or feedback and note who in your org is affected by this issue: (2-3 sentences)

I would like the ability to assign the permission for a Role to be able to view the "Play only" tab on a User Profile.

Currently only Admins can see this by default. Other roles can navigate manually by editing the URL to include '/play_only' on the user profile page. Approx. 50 Team Leads in my organisation would find this useful to review skip reasons.

What problem do you see this solving? (1-2 sentences) 

Provide more visibility on skipped tickets (lacking in Explore too) for team leads.

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)

Today. Reporting on ticketing avoidance and finding areas for training. Low impact.

Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)

Team leads need admin access or need to manually change their URL for each agent.

What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

Provide role permission to show this. Alternatively, reporting in Explore.