Dear Zendesk Customers,
Thank you so much for those who joined us at our PM Roundtable on Department Spaces and the future of end-user separation. We enjoyed kicking off the event by sharing insights from our community forums, user interviews, and Early Access Programs (EAPs). Your feedback is invaluable to us, and we were excited to provide a sneak peek into our roadmap based on your input.
Event Recording
From the early access release of Department Spaces Tickets, we received some fantastic feedback, including:
- Making sure that only the brands associated with each agent appear in the dropdown menu in the ticket view.
- Limiting the brands for which an agent can create a ticket.
- Ensuring that new users added via Single Sign-On (SSO) are assigned to the default brand.
The key takeaway from our discussions is that you want more options to customize the "Department Spaces" feature to suit your specific needs. This will help you manage different brands or departments more effectively. We also heard a strong call for more detailed permissions and improved management of team roles to ensure that everyone has the right access to the information they need based on their responsibilities.
We loved the chance to share early mock-ups with you and get your thoughts on our direction regarding the separation of end-user access among team members. The lively discussions about the benefits of having a single user record per department/brand versus a single user record across multiple departments and brands were especially enlightening.
Here are some key points from your feedback on the mock-ups and scenarios:
- The ability to have multiple integrations per brand/department is important to you.
- On the main page view, it would be great to see all of your departments and their stats, expanding beyond the current six views.
- A single user record per brand/department is particularly crucial in sensitive industries like financial services (e.g., cryptocurrency), where multiple external IDs may be linked to a single user.
- Having a single user record per brand/department could create unnecessary overhead for employee service use cases if there isn’t a way to view a user across all departments at once.
- It would be helpful to have a Super Admin scope that can manage all brands and departments, along with designated admins for each department.
Thank you again for your participation and feedback. We’re excited about the journey ahead and look forward to continuing our collaboration with all of you!
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