About Support settings in Admin Center

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51 Comments

  • Sam

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

    4
  • 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
  • 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
  • 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
  • DominicCX

    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

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

    2
  • Lisa Kelly
    Zendesk Documentation Team

    Thanks to everyone for your comments. I have forwarded them along to our Product Management team. We also encourage you to post your comments here.

    0
  • 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
  • Brian Rosenkrantz

    On some instances I have the "Organization" menu in Support, but on others I don't. Does anyone know why this happen??

    Update: Just found the setting "Enable Organization List" under "Agent Interface".. Now the menu is there ;)

    0
  • 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
  • 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
  • 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
  • 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
  • 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
  • Bri Fitzgerald
    Zendesk Customer Care
    Brian, thanks for the edit. Glad you were able to find that setting. For anyone else that's curious, the steps to enable or disable the Organizations page can be found in our article About the Organizations page.

    Anthony, I agree that being able to differentiate Admin Center by brand would be useful. If you're using Chrome, you could try adding each brand's admin center to a tab group, and then differentiating them based on color and name. Check out Google's article Organize your tabs with Chrome tab groups for more info. I would also encourage you to share this feedback in our article What do you think about the new and improved Admin Center?.

    Vaughan, I think that opening those links in a new tab, by default, would be a great change. You may already know this, but you can open a link in a new tab using a keyboard shortcut; 'ctrl + click' or 'command + click' depending on your OS. Please be sure to share your feedback in the article that Lisa mentioned previously; What do you think about the new and improved Admin Center?.
    0
  • Mobyfox Customer support

    Hi,

    Im looking to set up service level agreements (SLA's) but when I follow your instructions I cannot find the Business rules > Service level agreements. I only see Triggers and Automations,

    Please see image above, 

    Maybe my level of access? Please let me know,

    Many thanks! 

    0
  • Lisa Kelly
    Zendesk Documentation Team

    Hi Mobyfox Customer support
    You need to be an admin on one of these plans to define and use Service level agreements: 

    • Zendesk Suite Growth (or higher)
    • Support Professional (or higher)

    See Defining and using SLA policies

    0
  • Mobyfox Customer support

    Hi Lisa,

    Understood, may I ask to be directed via link to view both these plans? As we wish to upgrade!

    Many thanks!

    0
  • Lisa Kelly
    Zendesk Documentation Team

    Mobyfox Customer support

    Here's a link to the Zendesk Suite plans and the Support only plans.
    If you have any additional questions, contact Zendesk Customer Support. 

    0
  • Mobyfox Customer support

    The link that was sent by yourself is giving me an Oops error, See Defining and using SLA policies.

    0
  • Lisa Kelly
    Zendesk Documentation Team

    Mobyfox Customer support Fixed.
    See Defining and using SLA policies

    0

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