About Support settings in Admin Center

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45 Comments

  • Eduardo Adoptante

    Why did the admin center become more complicated?? It's better to move the Admin Center to Admin sidebar than the other way around. We have to constantly go to a new window when we previously can do it in one. Bad move..

    7
  • Holly

    This is an unfortunate change, it's made things VERY inconvenient.

    6
  • Josh

    Don't like the new admin center. Just more clicks to do anything. Why was this change prioritized?

    5
  • Michelle Bernat

    Honestly, most of the changes seem more confusing and not helpful. 

    I am not a fan of the fact that you can not manage organizations from the admin center. Additionally, the help articles regarding the new organization tab are not clear and if I hadn't known to click the + Add on the top left corner, I never would have worked out how to add a new organization.

    I will still need to use 2 tabs to work, in fact, I almost never needed the admin center unless I wanted to change an agent's permissions, now it looks like I will always need to have both tabs open as this split isn't super user friendly. 

    It is extremely frustrating that I can not easily open multiple "setting panels" at once, without first duplicating the tab before I start working. In fact, once you edit a trigger from inside an event it takes you the current and old interface anyway, not to the new one. 

    It is not clear when you want to add an end-user in the support center that you need to click team member to do that.

    Renaming extensions to targets was also not simple to work out. 

    This new admin center is clean and pretty, but I don't find the organization or actual use case to be better. 

    I expect to find more things that annoy or bother me, but this was just a starting point for today. 

    4
  • Sam

    Really poor decision to move the admin page. This is a huge loss of convenience. Please revert.

    4
  • Mark Powell

    When you make the final transition (on the week of January 10, 2022) will you keep that Admin cog and turn it into a one-click option that opens a new tab for the new Admin Center?

    Currently we have to click the icon in the top-right and then down to the Admin Center link at the bottom of the list.

    Would be nice to just have one click from a more central location on the screen, like where the Admin cog currently resides.

    3
  • Tim G

    Thanks Lisa - I've added a comment to https://support.zendesk.com/hc/en-us/community/posts/4408860510490/comments/4435859872410

    I think the ability to access the admin center completely independently is great, but I'm not such a fan of getting kicked out into a new tab all the time (sometimes not consistently). I think it'd be great if you can access the admin center independently (as you can now) - but also if you use links or navigation actions from one of the products (e.g. the Support product), then it just opens the admin center within that same product so that you keep your navigation for wherever you were! e.g. like the below?

    3
  • Kate

    This has made the previously convenient method of managing settings related to the support interface a burdensome task. Please allow the option to revert to the previous method. Trying to work out of Admin Center is a headache at best and silos many of my most needed pages into a completely separate part of the product. 

    3
  • Grant Schuemann

    Agreed on the above comments regarding this change making it less convenient to quickly maneuver between various Admin settings.  Views for example have become way more difficult to manage, especially as an Admin where I have many audit views set up and need to adjust the filters at times based on variable changes.  Would have preferred the settings to become more integrated with Support.

    3
  • Scott Patterson

    Agreed with pretty much everyone else. The article says this change lets us seamlessly manage our settings, but it's less seamless than before because we literally have to switch to a new tab back and forth? Pretty inconvenient.

     

    At the very least if we stick with this new setup I wish the Admin button in the side bar immediately opened a new tab with the admin centre, so I don't have to click twice and on some small text to get to the options that used to just pop up right on the side.

    3
  • Holly

    Why did this change again? This is not a good change, we should have the option to change back. 

    2
  • Tony Wacheski

    When working on Support tickets we often want to add/edit macros which "WAS" easily accessible. You could move back and forth from an open ticket to macros and back. 

    With Macros buried in admin working with macros AND support tickets appears to be very difficult. 

    Am I missing something? 

    I agree with Eduardo and Holly this appears to very bad change for people working on support tickets. 

    Can we have it accessible in the Admin Center AND from the sidebar? Please. 

     

     

     

     

     

    2
  • Josh

    Agreed with Holly and Eduardo

    2
  • Dominic cx

    Hi,

    I am not a fan of having to open multiple tabs at all time to be able to work in the new interface. I used to only need one tab, now I need several at all times. User experience has been made a bit more convoluted. I'm sure the team were aware of this and I'd like to know what the thinking behind it was.

    Thank you kindly,

    Dominic

    2
  • Holly
    Zendesk Customer Care

    Hi Michelle! 

    When you're in Admin Center > People > Roles and click on the name of the role, you will see the users in the selected role listed in a panel on the right side of the page.

    Hope this helps! Let us know if you run into any trouble.

    1
  • Lisa Kelly
    Zendesk Documentation Team

    Thanks, Chris Fassano. That's good to hear! I'll pass along this issue to our product team. Your agents should be able to search from both locations. 

    1
  • Michael Shay Hall

    Terrible step-backwards change, and I don't think it's just because I was used to the old way, agree with previous comments.

    1
  • Jacquelyn Brewer
    Zendesk Documentation Team

    Hi @.... We've identified this error and are working on a fix. Please find the information you're looking for here: Finding and managing users.

    1
  • Anthony Stenhouse

    I manage multiple Zendesk instances and we typically assign a colour to the sidebar to help tell them apart quickly. With the switch to a centralised `/admin/home` UI, we've lost this convenience.

    Is there anyway to add a colour / logo to the new `admin/home` UI? (While I can review the subdomain, when working on Sandbox it's much harder to tell)

    1
  • Chris Fassano
    The People pages for  Customers (end users) and  Organizations remain in Support, but they have moved to the main navigation bar.

    My agents are able to view and click on the Organizations icon, but when they use the search function within the Organization menu they receive an "access denied" error.

    Seems like something was changed with the permissions. 

    Support wasn't able to provide any guidance on this recent change.

    1
  • Vincent Brendel - SweetHawk

    For those who don't like the Admin Center opening in a new tab, please install the free Admin Center app.

    1
  • Lisa Kelly
    Zendesk Documentation Team

    Hi Chris Fassano. Just a follow-up. The product team is aware of this issue and they are working to fix it. 

    1
  • Zachary Bellido

    FYI: The "edit trigger" button under the webhooks event subscription tab still links to the old triggers page on the support interface instead of in the admin center.

    1
  • Lone Admin

    This seems OK and I think will be a viable option for me having a permanently open tab on the admin settings. As I'm always dipping in and out which is why I have it on another tab.

    But please DONT bring the chat box across into the admin.

    For months now because the chat box can't tell you have multiple tabs open it constantly plagues for the chat to be enabled or put online etc etc. when you are on the second tab.

    It is open and active on the first main tab .

    Which is really annoying.

    Leave the chat with the desk main view as I always swap back to do stuff with that and give us peace and quiet in Admin Tab without it please.

    1
  • Nathan Purcell

    FYI, the "learn about the change" link on the original people page is a 404 (https://support.zendesk.com/hc/en-us/articles/4402602350106)

    1
  • Vaughan

    Yesterday
    All my settings were just a click away
    This time it looks like it is here to stay :(
    Oh I believe, in good updates

    To add actual substance, I find this update bothersome in multiple ways but one example is when trouble-shooting macro/trigger/automation events in the contact event history log. When clicking a link to view the macro/trigger/automation that fired, Chrome navigates your same tab into the Admin center and you lose sight of the contact you're troubleshooting. This requires users to open the link in a new tab or duplicate the existing tab once opened and navigate backward. Neither are ideal solutions, what if the links opened in a new tab by default?

    1
  • Timothy Beutler

    What kind of impact does this have on non-admin Agents who use Support to create Macros, Views, etc based on their role limitations? Will they now have to also go to Admin Center to access them? If so, I assume that what they can view in Admin Center will be limited based on their role?

    0
  • Lone Admin

    @...

    Is this an Enterprise only thing, I don't have Roles in mine at all?

    0
  • Lisa Kelly
    Zendesk Documentation Team

    Hi Ian. Glad to help! We have plan banners at the top of our articles, so if you're looking for something and can't find it, that's a good place to check. 

    0
  • Ian Schober

    @... thanks for following up! I'm an admin on Support but the audit log section appears to be missing (see below). 

    0

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