|Announced on||Rollout starts||Rollout ends|
|May 2, 2022||May 2, 2022||May 18, 2022|
Zendesk has modernized the admin experience for creating and managing custom fields and made it more consistent along the way.
What is changing?
Managing your custom fields for tickets, users, and organizations just got easier and more consistent. Rather than having unique experiences for ticket fields, user fields, and organization fields, the respective pages in Admin Center have been updated to have the same design and workflows. Now, once you know how to create or edit a ticket field, then you also know how to create or edit user fields and organization fields, too.
Before the modernized field management experience is rolled out
After the modernized field management experience is rolled out
Why is Zendesk making this change?
Making it easier to use and manage key Zendesk functionality is our priority. A disjointed experience for creating custom fields for different types of Support objects can lead to confusion. These improvements solve the confusion by providing a consistent and modernized experience for managing fields across Support objects.
What do I need to do?
No action is required. This change is being automatically rolled out to all accounts.
It would be really nice if this article and all further articles like this contain screenshots of what's changing, please.
I'm liking the general layout of these changes, but there are some UX issues that I think should be addressed.
When the fields pages load, I am shown 12 fields. However, each page has 20 fields on it. If I don't scroll, there is no scroll bar to indicate that there are 8 fields hidden that I need to scroll to see. It took me a bit to "find" the missing fields as pagination was skipping several fields I expected to be there, but what was really happening is the full page was not shown due to the scrollable area. I have about 4 inches of white space below the pagination buttons and still have those 8 fields hidden via scroll. Can the scroll area be removed unless the screen size requires it?
I'm glad you're updating the UI but It would also be great if Zendesk could improve the field management functionality.
Mainly, it would be fantastic if we had the ability to deactivate field values instead of deleting them.
Now lets hope that Multiselect fields are coming to Organizations and Users too 🤗
For anyone wondering what the new UI looks like.
I appreciate the new UI. And, thanks for the quick bug fixes for dynamic content yesterday.
Just one thing I'd like to comment on the preview.
I'm very happy with the preview feature. However, the preview doesn't exactly display the dynamic content as the end user sees it.
I really wish that if I select the translation selector as above, I can preview the same as the end users in each country.
Rafael Santos Dan Cooper Thanks for your feedback about the responsiveness of the new field management experience. I've passed that on to the team, and I will provide an update when I have more information.
Amie Brennan We've added some screenshots into the original announcement, hope that helps!
jihoon Lee - Thank you for your feedback. It's not something currently the team has planned, but I've definitely passed this on for them to investigate in future.
Chris Fassano - Thanks for flagging this for us. This is not on the team's roadmap right now, but I've raised it with the team so they're aware that you're keen for them to focus on addressing this problem.
Rafael Santos Dan Cooper - Just to update you on the responsiveness issue you raised, the team has been working on this and I believe a fix should be in place for you soon (if not already).
@..., would it be possible to apply a hotfix to this UI issue?
The limitation highlighted above by Dan Cooper is making my vertical monitor useless for these.
Please make the Admin Centre responsive. 🙏🏻
Awesome - I love to see this consistency being applied across the admin functions. Really nice quality of life update. :)
Does the new experience also apply to app framework usage as well? For example, would we be able to set organization and user fields as read only via a custom app like we can for ticket fields?
I’m assuming this is just a UI change to align everything, but hopeful that some under the hood improvements made it too.
Hi Dan Cooper,
Thanks for your question. The new experience does not apply to app framework usage. The changes we've made only apply to the UX/UI when managing custom fields in Admin Center. I will sure to pass your feedback on to the team.
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