Release Notes Through 2019-03-22

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3 Comments

  • Craig Willis
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    Disappointing to see that a previously free feature (Oops) is being deprecated and replaced by an app that offers barely any additional benefits and is no longer free.

    Craig

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  • Tobias Hermanns
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    Hi Craig,

     

    I´ve the same feeling "Framework v2" means now we can press the last money from an company, even if the company is already on Enterprise / Suite plan, still many "Basic Feature" change to a charge option now.

    Another Example is "Bulk Delete", to delete more as 30 Suspended tickets in one row, need install this paid app from Zendesk, so first their limit their default system, to let customer run into issue, then charge them to fix it.

    Very very disappointing for such cases.

    Tobias

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  • Chris Sos
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    Hi Craig and Tobias,

    Thanks for your feedback here regarding the new paid apps.

    I'd just like to point out that the apps you're referring to (Oops and Bulk Delete) were a part of "Zendesk Labs". These apps were previously built by employees of Zendesk (some of whom have moved on) and were never supported or maintained by Zendesk. Usually, these apps are the result of hackdays or even boredom. Many had bugs that were never fixed, and the apps themselves were not regularly updated or maintained, if at all.

    Whilst the new apps are paid for similar functionality, they are fully supported by Zendesk and are actively maintained by a dedicated team. New features and enhancements are planned for many apps.

    I can assure you that Zendesk has not deliberately limited any of our products in order to force customers into paying extra with app add-ons, nor will be removing the v1 framework for any similar reasons. 

    If you'd like to try your hand at migration to the new framework or if you have a developer on-hand, the source code for both v1 versions of 'Oops' and 'Suspended Ticket Bulk Delete' are available on the ZendeskLabs Github organisation:

    https://github.com/zendesklabs/suspended_tickets_bulk_deletion_app

    https://github.com/zendesklabs/oops_app

    I hope this can clear up some of the "why" around these new apps, and what our position is going forward. But if you have any more feedback, please don't hesitate to leave it.

    Regards,

    Chris

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