Response from the PM team
Dear Zendesk customers,
First off, thank you to all our attendees for being open and transparent about what’s top-of-mind for you, your teams, and your business as you think about customizing the Zendesk UI with our new, native tooling. We want to summarize the key themes raised and areas of focus during our Layout Builder focused roundtable on November 14, 2023.
What we heard from you:
Deeper Layout Builder Capabilities
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- There is a need for enhanced Layout Builder customization options, specifically the ability for you to tailor layouts by brand and seamless integration with contextual workspaces. This integration is incorporated within the GA release and has been prioritized as part of the EAP feedback you shared with us.
- You would like the ability to integrate external secure websites into the sidebar, enhancing agent resources and user experience. This is possible by developing and installing a private app that routes to that secure website. Layout Builder can be used to place the app prominently within the ticket UI.
- There is a need for enhanced Layout Builder customization options, specifically the ability for you to tailor layouts by brand and seamless integration with contextual workspaces. This integration is incorporated within the GA release and has been prioritized as part of the EAP feedback you shared with us.
Delegation, Role Management, and Version Control
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- There is a strong desire for expanded access controls within Layout Builder, with the ability to assign layout creation permissions to custom roles, such as team leads, not just admins.
- A balance between providing flexibility for team leads to manage layouts and preventing unwanted changes was shared with us. This includes the ability to restrict what can and can’t be edited in contextual workspaces or Layout Builder, such as ensuring certain apps are always visible for consistency.
- You also advocated for a feature that provides a revision history to track layout changes.
- There is a strong desire for expanded access controls within Layout Builder, with the ability to assign layout creation permissions to custom roles, such as team leads, not just admins.
Granularity and Control
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You mentioned that having more detailed configurations at the ticket field level, similar to the native features found in the Ticket Field Manager App, would be beneficial.
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You expressed a need for dropdown fields to display different values to end users, improving clarity and communication.
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You mentioned that having more detailed configurations at the ticket field level, similar to the native features found in the Ticket Field Manager App, would be beneficial.
Workflow Management
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There is clearly interest in having a flow builder for agents, not just end users, for standard operating procedures (SOPs).
- You also shared feedback on integrating Zendesk Guide content into agent workflows to enhance your overall agent experience.
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There is clearly interest in having a flow builder for agents, not just end users, for standard operating procedures (SOPs).
Future Development and Expanding UI Flexibility Across Zendesk
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- There is clear anticipation for the ability to configure the agent home dashboard, the customer profile page, and admin home.
- During our event, we discussed the current limitations of contextual workspaces and understand there is a desire to expand the number of available conditions to trigger a workspace. There is also a desire to update contextual workspaces behavior so that only a subset of forms and macros are shown, compared to the current behavior of creating a shortlist of all available forms and macros.
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Lastly, we really appreciate the feedback you shared for Layout Builder to be opened to additional plans in 2024.
- There is clear anticipation for the ability to configure the agent home dashboard, the customer profile page, and admin home.
Unlocking UI configurability is an important step forward for Zendesk to fit the needs of today’s modern enterprise. As we continue to invest in this capability, we appreciate everyone sharing their invaluable perspective with us. Feedback is a gift, and we’ll strive towards making improvements on what we heard from you so we can make Layout Builder work better for your CX needs.