Announcing expanding and collapsing sidebar apps

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16 Comments

  • Carsten Falborg

    Thats awesome Erica - Do you the timeline for the roll-out? And it will work for all apps?

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  • Wouter van Gessel

    -1 for this feature

     

    We only have 3  sidebar apps, that were chosen by our Support Manager. One of the apps is the Time Tracker. We don't want our agents to collapse any of these apps, as we want them to be aware of the timer and other apps.

    Is the collapsing a feature we can switch off?

    1
  • Richard Patterson

    It would be wonderful if this feature could be expanded upon by allowing admins to set which apps are collapsed by default!

    Also, when an agent collapses an app, will Zendesk remember that for future sessions or will the agent have to collapse the app every time they log in?

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  • Mark DiValerio

    What are the developer options for it? Or will there be a configuration on the app page?

     

    Wondering if there's a way to set the expand/collapse setting on all apps or on individual apps, or if there's a developer way to set it like a client.invoke('expand') functionality? That way it could be expanded/collapsed based on specific criteria of what the user/agent is looking at.

     

    Also, if the app is (initially) collapsed, does the app's code still run? If the app is expanded, will the app get re-'registered' and refresh on expansion?

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  • Matt Savage

    Also curious if collapsed apps will still run & affect system performance.  Will they still churn in the background or lazy load on demand?

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  • Tobias Hermanns

    I also like to show some APPs Admin Control by Default Expand!

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  • Wouter van Gessel

    We see that the change is now live.

    This seems poor design, as it takes up extra valuable space.

    How can we deactivate this change?

     

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  • Andrew Mills

    Thank-you team - a great job of implementing this.  I presume the extra header for open apps is needed to get it out of the app frame - however it would be good in future to combine this with the app title.

    Other things that would make this better:

    • System-wide option to permission this option for admins, agents or groups on each app.
    • A collapse-all/expand-all option

    @Wouter, spare a thought for those of use who have worked with 10 or more apps... scrolling down an extra 3 cm to see the bottom of your lowest is hardly a major issue.  We've been scrolling 30 cm for a long time.  Might be time you added a few more apps :)

    1
  • michael sorensen

    Just noticed the change today. I actually built something very similar to this on one of my apps so Agents could hide it if they wanted. Guess I get to take that bit out now ;D

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  • Erica Wass

    Hi all:

    @carsten and all, I'm pleased to say that our rollout of the expand/collapse sidebar apps feature is now complete and will work for all sidebar apps.

    To answer some of your questions:

    @michael Thanks for always thinking about how we can create great experiences.

    @andrew J & @richard Thanks for the additional request for the some global settings/actions. Do you think you could also make a Forum request for this so that we can track additional interest and additional use cases for this?

    @Wouter That is a necessary design constraint for the moment, but we envision additional streamlining in the future.

    @Matt & @Mark At this time apps will still be loaded as they are now. This feature allows for collapsing in the UI.

    @Mark Thanks for your questions re developer options. We are still exploring the best way of handling it from the developer standpoint but will announce developer options in developer-oriented channels as these features are released.

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  • Andrew Mills

    @Erica, 

    The idea of global settings being a requirement was pointed out way back in the original that I presume spawned this feature.  I hardly think it need arguing that some Apps will be considered compulsory by some admins.

    Expand and Collapse All really needs no discussion either does it?

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  • Erica Wass

    @andrewJ Thanks for the followup. Yes, there are a few ways that we are thinking about tackling the need you reference. The use cases are one way that we are going to be able to be purposeful about it and to make sure we're thinking about the various ways of approaching it. 

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  • Venkatesan Kannan

    Hi,

         I have created a private app and uploaded to zendesk support product's app tray (sidebar). Whenever a ticket is opened, the app got reinitialized as the app tray is refreshed. But the zendesk took more time to load my app in the app tray, also it sends "pubsub-shard3-19_4.zendesk.com" call to some server frequently. This took more time to return. 

    can you pls inform what is the purpose of above call and why it is taking too much time to load my app in app tray (ticket sidebar). Any ways to load my application quickly in the sidebar ? - kindly inform.

     

    Thanks in advance.

      

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  • Bryan Flynn

    Hello Venkatesan. There are a number of reasons why an app could load slowly, including how the app was written, number of other apps installed into the account, other threads/tabs running within the browser, other system processes -- analysis of any performance issues need to look at everything.

    Keep in mind, too, that each ticket sidebar app instance is contained in its own iframe. If you have a number of ticket tabs opened, there's a new instance of the sidebar app for each instance. For whatever number of tickets that you have open, that's how many instances of that sidebar app are opened.

    There are two test settings that you can try in the form of query parameters -- this may help narrow down the issue:

    1. To first see if there is something outside of the apps that may be affecting performance, you can avoid loading any apps by passing ?noapps on the URL line. This will keep all apps from loading. You can then see if its truly the apps causing the issues.

    2. The second test query parameter that can be tried is to load only your app -- this can be done by passing ?app_ids=XXXXX where you enter your app's own identifier in the place of XXXXX (find this ID via /api/v2/apps/installations.json API). The system will load only your app. You can then see if it's some other app that may be causing the issues.

    If nothing obvious comes out of this testing, then you will need to contact us at support@zendesk.com, so that we can look at your account details more closely.

    PS -- In the future, the developer Community is a better place for developer platform related posts. You may get a quicker answer from a wider group of people. Thanks!

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  • Venkatesan Kannan

    This is really helpful Bryan. Thanks much. Will try out that options and get back at the earliest.

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  • Bryan Flynn

    No problem. Good luck Venkatesan!

    Also, for new issues or maybe even further follow-up, check out the online Developer Community and the topics there:

    https://develop.zendesk.com/hc/en-us/community/topics

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