What do you think about the new and improved Admin Center?

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167 Comments

  • Tom Dupuche
    Zendesk Product Manager

    Hi Jaïs Pingouroux,

    Thanks for your feedback regarding Team members.

    We are working to release the new Team members page (currently available as a preview by accessing the link at the top of the existing page). This new page solves many of the problems you've raised including supporting quick drill down to individual team members without needing to do a round trip to Support and back.

    This page is targeted to roll out as the default experience in Q3 but until then you can bookmark the new page to leverage the features already available there.

    Regards,

    Tom Dupuche

    Zendesk Product Manager 

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  • Jaïs Pingouroux

    Hi Tom Dupuche

    Thanks for your answer. However, I don't see how the new Team members page solves the issues I've raised.

    From what I can see, this page does not allow to manage both the roles AND the effective groups a user belongs to, there's still a lot of navigation back and forth. It just opens the Agent user profile in a new tab, basically.

    Am I wrong?

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  • Rusty Gregory
    Zendesk Employee

    Dan Ross

    Thanks for the feedback. I can see what you mean when you talk about being forced to leave to change settings from your work area, losing time and context. This is a challenge that we have noticed and are working on a solution for it. What feature do you feel like you lose the most time on?

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  • Trudy Slaght

    Rusty Gregory I find managing team member permissions to be an area that could be easily cleaned up. I like the new team members page, but I can't access it without going through multiple clicks.  In addition, when I click the link from support to manage after adding an agent, that would be ideal if it took me straight to the new team members page. 

    Another pain point is the trigger organization - while I understand while this was done, every time the triggers reload the menus are condensed and I have to expand the specific trigger category I want work with.

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  • Rusty Gregory
    Zendesk Employee

    Tony Wacheski

    Hi Tony, thanks for the input. We hear you when you talk about add/edit macros not being accessible. We are working on a solution to make that easier without disrupting the ticket workflow. What other workflows feel disrupted that you have experienced? 

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  • Tony Wacheski

    Hi Rusty,    Thank you for considering your customer feedback. We look forward to your solution. Moving between tickets and macros is the largest disruption for me.  We are often fine tuning and updating macros. It would be great to have the Macro view (https://anytune.zendesk.com/agent/admin/macros) in a tab peer to the tickets. 

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  • Peter Hochstrasser

    Hi Parag Pradhan

    You asked me questions in this comment:
    https://support.zendesk.com/hc/en-us/community/posts/4408860510490/comments/4567584021530

    Which of my comments do you address with this question, especially the "10 to 20 wait times"?

     

    As for the jump orgy in the admin center:

    Business Case: One of your agents leaves the company.

    I have to:

    • assign his open, pending and on hold tickets to other agents
    • remove his admin role
    • relegate him to end user (or delete him outright).

    Let's not consider the first part, and let's remove his admin role:

    1. Open the user (agent) in the Admin Client.
    2. Client's profile is displayed, in the Support Client.
    3. You need to change his role. So, you need to go to the Admin Client again (blue link).
    4. Now, back in Admin center, in a completely different dialog, you see the blue link at the bottom of the table, reading "Go to user profile", where you can switch from Staff Member to end user.

    Two questions here:

    1. Why are "side" in support (outside/end user vs. inside/Staff Member) and Role in Support two separate settings?
    2. Why are these two settings required to be changed in different clients?

    To me, it seems that the difference between end users and agents in admin handling is rather artificial; I'd prefer to have a single field with end user + agent roles as its set of values.

    I know, I could have started out by saying, OK, this guy is now an end user. After making him an end user, I'd need to reassign somebody else as an agent.

    As offered before, if you have more questions, let me know.

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  • Cory Rabideau

    As someone has already mentioned, it is difficult to determine who is using a license and who is not.  The filters have helped, but after filtering on agents and admins for each product, I am still unable to view who is using 1 of our licenses. 

    • The agent role in the team members page. I need to know which of my agents is consuming a license and which isn't.
    • Count of current licenses in use on the team members page
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  • Trina Moon

    I would love to see the Branding carry over to the Admin Center. It really helps as a visual to make sure that I'm in the correct environment when making changes. I have to be a little paranoid when making changes to make sure I'm looking at the URL before saving to ensure that I didn't make a change in production when I was trying to create a test macro/trigger/automation in our sandbox environment. I've made updates to a production trigger when I thought I was modifying the trigger in sandbox :(

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  • Tom Dupuche
    Zendesk Product Manager

    Hi Jaïs Pingouroux,

    Apologies for the delay replying.

    When I say new Team members page I mean the page at this URL [your-sub-domain].zendesk.com/admin/people/team/members

    This page is currently in preview mode but will become the default experience in August/September.

    Yes it is correct that the new Team members page won't solve all the challenges associated with moving between Admin Center and Support immediately. But it will solve some, particularly the current flow to edit a Team member's role that requires Admin Center > Support > Admin Center. It allows you to immediately move to the Team member profile and back to the Team members page.

    Once we've released the new Team members page we plan to continue to move the most commonly used features from Support to Admin Center. For example, group management, suspend/delete team members, tag management.

    Regards,

    Tom Dupuche

    Zendesk Product Manager

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  • Tom Dupuche
    Zendesk Product Manager

    Hi Cory Rabideau,

    Thanks for your feedback.

    We do have plans to introduce a filter that allows you to see all Team members taking a seat. This is planned for after the highly requested features of export team members and bulk manage product access.

    Regards,

    Tom Dupuche

    Zendesk Product Manager

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  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    I agree with Trina Moon 1000% on the request to allow branding colors to carry over to the Admin Center. I work on several instances, prod and non-prod, and it is anxiety-inducing to not have the visual colors....

    Sincerely,

    Heather

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  • Rusty Gregory
    Zendesk Employee

    Trina Moon and Heather Rommel

    Thanks for the feedback. That makes a lot of sense to have instances color coded. This topic of color coding instances has come up before. To my knowledge it is not something that is on the current road map but I will add it to the Productboard. Where would you expect to see the different colors that identify the instances?  

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  • Trina Moon

    Rusty Gregory, I'd say something similar to what it was before where there was a stripe of color over the icons. If that isn't doable, I'd say allow us to change the full gray side bar to a color.

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  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    Hi Rusty Gregory,

    I would expect that what I set at the Brand Level:

    Which sets the sidebar in the instance to the selected color

    To similarly set the sidebar in Admin Center

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  • Rusty Gregory
    Zendesk Employee

    Heather Rommel

    Thank you for the visual. This is very helpful. 

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  • Scott Patterson

    Hi all,

     

    So this was already brought up earlier in these comments, but when using the Zendesk Quicktab Chrome/Edge browser extension, if you click a link for a trigger or automation from the events in a support ticket, it will not open a new tab, instead it opens the admin centre in the current tab, losing your support interface and the various things you may have had open.

    This is because the link in the events page is in the format https://company.zendesk.com/agent/#/admin/triggers/xxxxxxxx so it detects it as being an /agent/ link, but then redirects to a page in the format https://company.zendesk.com/admin/objects-rules/rules/triggers/xxxxxxxx. The browser addin will try and merge '/agent/' urls into your main Zendesk tab, so it does that before the redirection and then redirects to the admin centre, so you lose your tab.

    This could maybe be fixed if it didn't have the /agent/ link redirect to the /admin/ one, and just went straight to the /admin/ one? Not sure if this is possible or if the redirection is necessary for some reason, but it's a big frustration whenever it happens. I don't think this is likely to get fixed in the extension side as the original developer isn't the one that uploaded the current one to the chrome store, and especially as other /agent/ links will want to be merged with your main tab. But since it was already mentioned at the start of these comments I thought I'd bring it up again.

     

    Thanks,

    -SP

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