Announcing new resources for setting up Zendesk

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5 Comments

  • Sydney Neubauer

    Is this restricted to Admins only? Is there a way to disable this icon or enable it for other roles?

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  • Shayan Moussawi

    Something like this would be greatly appreciated for Agents - ideally with the ability to add content from our own Help center into it (e.g. internal articles etc.)

     

    Also this seems to have some issues at the moment:

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  • Abhiroop Basu
    Zendesk Product Manager

    Sydney Neubauer It is currently restricted to Admins. The content we're providing is best suited for Admins and could be distracting/irrelevant to Agents. But it's certainly something we can look into, if there is demand for it. No way to customize (enable or disable) the icon for other roles. What did you have in mind?

    Shayan Moussawi Thanks for the feedback! Are you still having issues?

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  • Shayan Moussawi

    Hello Abhiroop Basu,

    Yes unfortunately the new help panel does not seem to work yet.

    This could also be related to me being on an EU Pod - so potentially the rollout is delayed.

     

    "The content we're providing is best suited for Admins and could be distracting/irrelevant to Agents"

    There used to be a "Help" Section on the Dashboard page, which also had some useful Tutorials for Agents available (How to use the context panel, how to reply to Tickets, even with the ability to create a Test Ticket) - 

    Not sure if I am alone on this, but I believe Admins already have knowledge about how to setup Zendesk, and if they do not know about a certain thing, they usually know where to look.

    Training agents is a far more valueable ressource in my opinion. Although I can certainly see how new Admins might find these help panels useful.

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  • Abhiroop Basu
    Zendesk Product Manager

    Shayan Moussawi Sorry about the trouble you're having. Would you mind creating a ticket? If not you can also try clearing cache and refreshing. We've fully rolled it out, so you should be able to access it.

    Thanks, your feedback is helpful and definitely something we'll take into consideration as we expand this capability! 

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