Is anyone else similarly disappointed (and somewhat surprised) at the decision by ZenDesk yesterday to officially announce there are no plans to provide ANY customisation, however minimal, to the dashboard. A thread on this topic had been open for 7 years (!) and many people had contributed yet, after the announcement, the thread was then unilaterally closed down for additional comments.
This clearly was and remains a subject of significant importance to a sizeable proportion of the ZenDesk user community, ourselves included (i.e. the nature of how our initial ZD screen is displayed and data within it reported) yet, to quote from the final post: [several product managers] 'evaluated the feedback in this conversation and continue to be interested in offering customizability at some point, but indicated that enabling customization will not be feasible for the foreseeable future.'
While I am very pleased with the stability, security and performance of ZenDesk I continue to be intrigued by their approach to the management and visibility of the product roadmap, including feedback and enhancement suggestions via forums such as this - indeed, after over a year as a customer I still have no clear picture of how enhancements are assessed and prioritised, beyond sudden announcements such as these for what, appears to be, an important issue for many.
Clearly ZenDesk have their own priorities and that is entirely understandable and proper however if, as the final official post concludes 'Thank you all for your feedback, and for your participation in the Zendesk Community' it seems to me that if they TRULY value our involvement and participation as ZenDesk supporters and customers then they need to start properly justifying decisions such as these.
Just my two penneth.
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