Slack integration: Option to make the url preview less verbose

5 Comments

  • Chris McGrath
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    Any word on this, the implementation needs to be fixed

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  • Nicole - Community Manager
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    Hey Chris -

    We don't usually make changes to our product based on a single request; we're keeping this thread open for others to add their comments and votes to, but no other updates at this time.

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  • Chris McGrath
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    Hi Nicole,

    Thanks for your response. I don't mean to complain, but I would like to point out a few things:

    • The argument of considering things based off a single request makes this site mute - 90% of tickets don't have upvotes or conversations, it's not how people use it. The workflow of people using it is, The come across something that annoys them, posts it here in hope you'll do something about it, and they get back to work.
    • Also a very small percentage of your user base bothers to log tickets at all. These tickets might not get many upvotes or comments, but there would be many people who feel the same. The should be being assessed and discussed by the team even if only for 5 minutes.
    • The Feedback rarely gets a reply from ZenDesk, and even rarer an attempt to understand the problem better and assess the importance of it. Even the tickets that do get popular like the ability to customise the Welcome email, that had people for YEARS crying out just for ZenDesk to give a sign that they had actually seen the feedback.
    • To be honest, writing feedback feels a bit like screaming into the abyss - It can be cathartic, but honestly it just feels pointless as when I hit the submit button I feel like it's just going to be ignored. When users take the time to write up the problem, explain the reasons behind it and format in a way to make it easy to understand, it would be nice to see ZenDesk taking some time to try and understand the problem - even if their conclusion is it's not a change that should be done.
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  • Nicole - Community Manager
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    Totally hear you, Chris. You're not wrong, and we are deeply aware of all of the challenges you point out. We are working very hard to change the way that product feedback is taken in, responded to, and acted on, but it's an incredibly large ship to try to turn around and therefore proving to be a very slow process. 

    The challenge we're facing is that we receive ~250 pieces of feedback every week, but we can only build a few dozen things every quarter. This results in a ruthless process of prioritization and weighing what will have the most significant impact for the greatest number of users. Requests that do not receive any votes or comments don't appear to have much value for many users. Those that do receive high levels of interaction are perceived to be important to a lot of people, and therefore get more attention from the product managers. 

    I'm not necessarily saying that this is the right way to do things, but it is the way it currently works. Our processes around feedback were set up when we were a much smaller and simpler company, and we're currently going through the growing pains of catching our feedback process up with the size and complexity of our company and customer base. 

    I appreciate all of your concerns and complaints, and they're completely reasonable and accurate statements. I know hearing "it's something we're working on" is probably small consolation, but I do sincerely hope to have a significantly improved process and means for collecting and communicating back and forth about product feedback later this year. 

    In the meantime, we'll do the best with what we've got, and want you to know that we do appreciate your feedback. I've also passed your comments above along to the teams that are driving the project around improving how we handle product feedback, as an example of the challenges our current process creates for our customers. Thank you for sharing your thoughts and feelings with us, Chris. 

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  • Jonathan March
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    FWIW -- we use both Slack & Zendesk heavily. We don't currently use the integration. If we did, I would strongly agree with Chris's original comment.

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