Announcing App Recommendations

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26 Comments

  • Robert Roskosz

    Hey Erica,

    I assume this will be visible for Admins only. correct?

    Are we able to resign on this recommendations or this feature is turned on as per default to all of your customers and it's not able ot be deactivated?

     

     

    3
  • Erica Wass

    Hi Robert:

    Thanks for writing. The recommendations are visible for Admins and Agents, but only Admins will be able to click on a recommended app to install it from the Marketplace. (I've now updated this announcement to note that the screenshots are of the Admin view.)

    App Recommendations are always available, but they appear in locations where there are not currently any apps installed. So you should be able to explore the recommendations, add apps to that location or close the apps sidebar in cases when you do not want to view them.

    2
  • Stephan

    Hi Erica,

    thanks for the idea, but we already make use of every square inch of the space for our apps. So we are hopefully "safe" from any recommendations suddenly popping up, right ? Otherwise I'd strongly request a checkbox to disable the feature. Thanks.

    9
  • Wouter van Gessel

    Hi,

    Same here: 

    • We wouldn't want our Agents to see these recommendations!
    • And for Admins, we'd only want to see it *below* currently installed apps (it's not clear if that's the case?)

     

    6
  • Mike West

    It is important that these recommendations do not change the location of each of our apps in the sidebar. We've deliberately chosen the location of each to accompany scrolling during our workflow, and I do not want these recommendations interfering.

    I would like to either disable the recommendations entirely, have them visible to admins only, or at worst, only show at the very bottom of the sidebar.

     

     

    8
  • James Rago

    I do not want to see these recommendations. There should be a check box in the settings that can either enable or disable the recommendations. Either way this should only be for Admins!

    7
  • Virginia Goggins

    Adding my vote that we be able to opt out of this, especially for the agent view.  While I can see that it might be a good idea in some cases, I do not want to have to continually explain to all of our agents why they can't have a neat-and-nifty ooh-shiny app that they just saw.  Big thumbs-down on this!!

    6
  • Arturo

    An option to enable app recommendations for 1) admins only, 2) agents and admins, or 3) nobody would be much appreciated. :) 

    7
  • Mike West

    That's a great idea, Arturo.

    3
  • Tim Shaw

    I'd also appreciate an opt-out. We have all the apps we need and this will only clutter the screen.

    4
  • Lila Kingsley

    Hi Erica,

    Chiming in with the others to agree we need a way to control visibility so we can make it admin only.

    Also, as an Admin of a system with user/ticket sidebar apps, I am missing out on seeing app recommendations, which seems like a gap. I would still like to see recommendations but prefer some where other than the side bars, or, if still on the user/ticket screens, accessible in a way that doesn't pollute our apps.

    Thank you!

    -Lila

     

    4
  • Ryan

    I also do not want our admins/agents to get spammed with your advertisements.  I hope there is a way to turn this "feature" off.

    2
  • Dan Ross

    We do not want this visible for agents. App real estate is already a huge problem in Zendesk, and the rate this app feature already clogs up extra space on agent screens already, this is just adding to the problem.

    Our agents jobs is to solve tickets. They don't need to be spending their time browsing the marketplace for apps or looking at things that aren't their tickets. 

    As an administrator, I'm not certain I want to see these either. Please reconsider opt-out and role-restriction mechanisms on this feature!

    5
  • Brian M

    I echo everyone else's concern here. I do not want app suggestions to be shown to Agents as our sidebar is already full. I need a way to hide it from the agents and have the choice to hide it from everyone. 

    App suggestions are a great idea for admins. However, I don't feel the sidebar is the best place to surface those recommendations. A better place would be in the App Marketplace or in the installed apps area for the administration of the account. 

    5
  • Jason Littrell

    It wasn't mentioned in the article, but the recommended apps only appear when no other apps are visible in the sidebar. I like the feature, but I've already had to field a question about why an agent saw the recommended apps in the user app tray.

    I agree with Lila, as well. Having tabs at the top of the app tray to switch between "Installed" and "Recommended" apps would be a great way to surface this feature where apps are already installed.

    3
  • Stephen Belleau

    We also would like to opt out of this. As an enterprise platform, everything you release should be configurable, please! What works for one business may not work for another. 

    5
  • Derek Gieselman

    We feel this should be a configurable option that can be turned off by Zendesk Admins.  Please do not force this on paid users!

    4
  • Jessie Schutz

    Hi Luka!

    I'll be sure to pass your feedback along to Erica. Thank you for sharing it!

    0
  • Dan Ross

    For any other admins driven mad by either:

    a) agents asking what the new ads in Zendesk are for.

    b) agents spending time browsing the marketplace instead of working on their actual tickets.

    c) agents bombarding them with new app installation requests.

    d) having to explain to their boss why their ticketing system is displaying ads from their competitors.

    You can either easily build or download your own adblocking app. By installing any application in a given location, these recommendations are suppressed. 

    This was enough of a frustration for us that I've created an application, carefully and lovingly crafted to take as little space as possible while still serving its purpose. You're welcome to use it too, if you want. Or don't.  It's literally just an empty app template with words. Also, it's free. 

     

    If you wish to see recommendations as an Administrator, make sure to role restrict the application so that it doesn't load for Admins and you'll continue to see the App Recommendations.

    1
  • Erica Wass

    Hi all: Thanks for your feedback and comments. In case you didn't see it, I have updated the announcement text to provide a bit more clarity. Specifically, if an account already has any sidebar apps, we do not display any recommendations. We are also going to enhance the text that appears to make it a bit clearer that the text relates to the sidebar location where it appears. 

    -3
  • Stephen Belleau

    Hi Erica,

    Our feedback is not about lack of clarity, and more about wanting to be able to disable or opt out of these app "recommendations" (to be completely clear, we really just see this as unwanted advertisements). Can you speak into that?

    6
  • Tim Shaw

    Agree!

    3
  • Andrew Mills

    "This is the Community Sheriffs Department: Put down your guns!"

    These are Zendesk App suggestions in the ticket sidebar, the 'Apps' section that you HIDE if you don't use/need it...

    1. If you have even one app in there now - it won't show suggestions... no issue right?
    2. If you don't have anything in there - you're highly unlikely to leave it open with blank space and using screen real-estate... so it's not there right?
    3. If you are totally opposed to agents seeing suggested ideasor just don't want any agents to see this if they happen to open the App pane... just install a free text app from the marketplace - and put your own text in there - something like "No Apps here - we don't use Apps".  (If you have Admin only Apps, you can permission this for Agents only... or just put it at the bottom)

    I believe the intention is, if someone opens the Ticket App pane wondering what it is... it will simply give them some ideas. Great for new users starting out.  And disappears the moment you add any app.

    3
  • Stephen Belleau

    My concerns have been alleviated! When this first came out, there were app recommendations in the User sidebar for Mailchimp/Shopify if you didn't have any User app installed. Zendesk seems to have changed this recently so that if you have any Ticket app installed, it also stops the User sidebar from displaying these recommendations.

    Thanks for making that update, Zendesk!

    0
  • Wouter van Gessel

    Can this article be updated to the latest status? 

     

    We still don't want our agents to browse the market place...

    0
  • Andrew Mills

    @Wouter the marketplace is public and always has been - the only way you prevent them looking is by some internet filtering.

    As in article and in comments - adding any app disables the suggestions.

    I'm pretty astounded that anyone has no apps in there - most of us are at the opposite extreme - too many apps, not enough space!

    We've got time tracking... KB suggestions, Change management, Redaction, User data and more.

     

     

    0

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