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

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157 Comments

  • Anthony Stenhouse

    Sharing direct links to Triggers was an important part of our workflow, especially when debugging issues with other people.

    In the new UI, it is no longer possible to view a Triggers URL, instead the URL is always https://[hostname].zendesk.com/admin/objects-business-rules/rules/triggers

    Can you please add a sharing link or another method so we can continue to share Trigger URLs?

    Thank you.

    12
  • Mark Powell

    The new "Team Members" page has 2 key missing features, which used to be in the old "Agents" interface...

    1. The Role of the user - essential to see at a glance

    2. The (X of X seats used) prompt - helping you see how many agent seats you have remaining.

    Both of these are very important when managing agents.

    10
  • Jaïs Pingouroux

    Hello,

    I'm sorry to say that the interaction between Zendesk Support and the new Admin Center is beyond catastrophic...

    Here is a typical unfriendly journey I had to take...

    1) I'm on Zendesk Support. Suddently, I need to update the permissions of a user. I click on Settings.

    2) I have to click on "Go to Admin Center": that's just the most stupid click ever, I already said the interface I wanted to access SETTINGS, so why just don't bring me to Admin Center directly? --> Opens tab 2

    3) In tab 2, I have to click People > Team members before I can search for the team member. 2 more useless clicks. Then I click on the team member to access profile --> Opens tab 3 (which looks like my previous Zendesk Support settings page)

    4) I now have to click on "Manage in Admin Center" to display this user's right. But maaan, I already was in Admin Center!!!!! --> Opens tab 4, where I can finally set up the permissions.

    On which planet does that represent a good user experience?? Are you PM paid by the tab?

     

    Hey, while I'm at it, here's another one for the views...

    Steps 1 to 3: as above (click click click, tab, tab)

    4) I edit a view. When I'm done, I wanna check it and click on Open. And what happens? It opens the view in the SAME tab, simply ruining steps 1 to 3 (unless I shamefully hit the BACK button on my browser)... The ONLY time I'd like Admin Center to actually open a new tab, is the only time when it doesn't...

    Please... do something!

     

    9
  • Mike Martello

    It looks like the new Team Members page doesn't let you search for an agent; you have to scroll through alphabetically to find who you're looking for. That's not really practical when you have 31 pages of agents, as we do. We were told months ago that the improved Admin Center would have a way to search for agents since flipping back and forth between tabs is also impractical and time consuming. Hopefully this agent search feature is still coming?

    8
  • Kate

    I have to re-echo what Dani is saying here. I have no idea who this change was implemented for, except for large-scale organizations, and, perhaps cynically, feels as though Zendesk is trying to prep us for a new role (which will cost $$$) with only access to Admin Center, which of course would only be beneficial to the whales. Zendesk really has stopped caring at all about anyone that's not padding their pockets.  

    Besides the absolutely clunky interface, where the flows themselves make no sense (genuinely, editing/managing users feels often like a wild goose chase, flipping back and forth between their profile and Admin Center, and still with zero means of actually viewing who has what licenses....it's an exercise in masochism, to be quite frank), we're still dealing with significant delay between changes implemented in Admin Center vs. when they become available in Support. 

    For instance, I recently edited a macro to change the title. The macro changes were saved, however, in the macro list in Admin Center and in Product, the old title of the macro was still visible for about 3-5 minutes after, despite many hard refreshes. If you reopened the macro to edit from Admin Center, the changes were visible from the edit page, but as soon as you went back to the list of macros, or searched for it out of Support, the changes were not reflected. 

    I suspect a cleared cache would resolve it, but I shouldn't be expected to have to advise my team to clear their cache immediately after every minor change, especially when those changes are needed in order to effectively and efficiently respond to customers, e.g. in times of outages.

    The longer I spend with Admin Center, the more I hate it, which is the opposite of what should happen with any new feature. 

    8
  • Vaughan

    Yesterday
    All my settings were just a click away
    This time it looks like it is here to stay :(
    Oh I believe, in good updates

    To add actual substance, I find this update bothersome in multiple ways but one example is when trouble-shooting macro/trigger/automation events in the contact event history log. When clicking a link to view the macro/trigger/automation that fired, Chrome navigates your same tab into the Admin center and you lose sight of the contact you're troubleshooting. This requires users to open the link in a new tab or duplicate the existing tab once opened and navigate backward. Neither are ideal solutions, what if the links opened in a new tab by default?

    7
  • Dani

    Hello  Parag Pradhan 

    My comments were around all the extra clicks now required to get to specific settings. Opening in a new tab is great, but when I click the Admin icon, I should be brought to the Admin center - not a landing page for system updates and feature usage - where I then need to click yet again to get to the Admin center, where I have to keep clicking to get to the item I want to work on.


    Another example of unnecessary clicks is in managing people. From Admin Center, I click on People, then Team Members, search for my person, click on edit, to be taken to their profile, where I have to click on manage in admin center to edit them???


    The overall UI for ZD administration quite frankly feels clumsy. I appreciate wanting to update but it feels like every new "feature" is a step backward and adds a new layer of effort and frustration. It doesn't seem like actual users are involved in prioritizing/designing/implementing changes - they may very well be, but based on feedback here and other forums, if they are, they do not represent you primary user base.  

    7
  • Peter Hochstrasser

    Hi @...

    As usual, there's light and shadow. Some things are easier, but others got harder:

    • it is easier to access organizations and end users, however, I rarely need the latter and thus eating up one slot in the green bar at the left is a high price to pay.
      May I suggest to make the selection of functions added to the green bar configurable?

    • It is harder to change agent roles, as you need to leave the user account and go to the admin center using the link provided. 
      Is there a way to define the default role assigned to an agent?
      In our company, it would be light agent, but contributor seems to be the defined default.

    JMTC.

    Yours truly

    Peter

    6
  • Dani

    As with all change I suppose, there is some good, and some frustrating. 

    The good - merging settings into a single location is a good thing when managing a high volume of users.

    The incredibly frustrating? The settings button on the left panel of the Support Window is basically useless. It adds several extra clicks and time to manage basic functions (macros, for one).
    I don't need links to system update links or feature usage stats in one click reach - I need my heavy usage tasks (macros, for one) available for quick and easy access.

    6
  • Chris Bulin
    Community Moderator

    I would really like it if, when I click on a link from events, the Admin Center opens in a new tab. Right now, it opens in the same tab and there's no way to get back to the ticket you were viewing. Doh!

    6
  • Dan Ross
    Community Moderator

    Echoing general sentiments about loss of efficiency here. I like the vision of what Admin Centre could be, but in its current implementation, it's not succeeding. 

    Please allow us to access these settings from the product. "Meet your customer where they are when they encounter a problem" isn't just a philosophy for where support channels should exist, it should apply to system design too. Making us leave where we are to change a setting is a process that wastes time, system resources and causes a loss in context.

    The other facet of this is that all this tab opening wastes system resources. RAM is a shared resource and Chrome is hungry enough with admins needing to open 3-4x tabs than they used to to accomplish the same task..  

    6
  • Jonathan March
    Community Moderator

    We are utterly dependent on QuickTabs to consolidate all tickets in one browser tab.

    So the huge win (and frankly the only real selling point so far) of the new Admin Center is the ability to open admin pages side-by-side with tickets (i.e. in different browser tabs).

    But when I open Triggers from the new Admin Center, it opens back in the primary ticket ZD tab, so not useful for that.

    For Macros and Views, it worked as expected.

    ---

    EDIT: And to be explicit, I strongly agree with those who have said that it's crucial to be able to reference a specific URL for each trigger.

    5
  • Lou
    Community Moderator

    I believe someone earlier mentioned the views. I agree. I search for views in the admin center, and when I open them, it becomes an additional browser tab with support loaded. If I want to go back to Admin Center, I have to open an additional (3rd) tab.

    Also, the ID for triggers, automations and macros is crucial to us. We use them to track usage and identify tickets recently impacted by them.

    5
  • Phil Grove
    Zendesk Product Manager

    Hello again @... 👋 With regard to the auto-collapsing of the Recently Viewed feature, our main reason for doing this was to ensure that the main navigation bar was not pushed too far down the page. In saying that, @... also mentioned that he would like to see the Recently Viewed menu remain open. This is something we will consider but it would be helpful to get as many upvotes on this reply as possible to help me prioritise it.

    Thanks to everyone on this post for all their amazing feedback so far. Keep it coming 👍

    Cheers, Phil.

    5
  • Vincent Brendel - SweetHawk

    For those that want to keep Admin Center on the same tab, you can install the free Admin Center app.

    5
  • Peter Hochstrasser

    Hi Scott Allison

    I concur with Beverly, the new admin center is much slower. I think most of it is due to the way the admin center at this time opens its "leaf" pages: It opens them seemingly in the support client, then moves them to the admin center. It's just eating that time with jumping back and forth.

    I really hate to have to state that once again, but here it is:
    This code is not production ready.

    Constructively, I ask that you streamline things, and watch out for these problems the current code has:

    • organize your admin center in a way that is understandable to mere mortals, not just gurus: Please explain to me why organizations are only either in the side bar of the support client or (optionally) nowhere - and why you think that end users need to be available in the sidebar only. To me, these two look like administrative items, and I'd expect them to be available in a people related set of functionalities (yes, I know ... as has been the case before).
    • open "leaf" pages directly in the admin client, not in the support client.
    • it is important to most of us admins to be able to have multiple tabs or browser windows with the admin client open in parallel, for instance to do some lookups in one instance (e.g. a ticket field value) and enter that in another window (e.g. a trigger).
      This might also be two triggers that are open at the same time, to adapt one to the new flow that the other has already.
    • under no circumstances shall a back button click kick you out of the admin center without context.
    • it would be the icing on the cake if you'd incorporate features like the browser extension Zendesk Quicktabs (optionally, of course) for the support client at the same time.

    I could go on for pages, but please fix your codes most glaring holes NOW.
    It is a veritable PITA to use at this time.

    Questions? Need a demo?

    Gimme a holler.

    Yours truly

    Peter

    5
  • Grant S

    In this new era of having many Zendesk tabs open, I've started to run into an issue where I'm losing work due to the current workflow.  Example:

    - I have an active Admin Center tab open where I'm crafting a new automation.  I also have an active Support tab open.

    - I navigate to the Support tab to review a ticket.  I then click the '4 squares' Zendesk Products icon in the top right corner and then 'Admin Center'

    - Instead of opening a new tab w/ a fresh instance of Admin Center, it will instead take my active Admin Center tab and re-direct it to the Home page in Admin Center, losing all work I had in progress on that automation.

    Add this to the many other examples in this thread of the troubles this new release is causing all of us.  #BringSettingsBackToSupport

    5
  • Stephen Fleming

    Hi,

    I must agree with Peter and Anthony's posts above:

    • Configurable side bar would be fantastic in Support - we rarely require access to End Users directly, so being able to toggle this off would be great.
    • Not having URLs for triggers is difficult - I found that useful when troubleshooting problems and sharing info.

    One note on the new Team Members page:

    • It would be great if we could see at a glance who is a Light Agent and who isn't - I appreciate that you can now filter on Light Agent as a role, but being able to see it when accessing the page would be very helpful.

    Best regards,
    Stephen

    4
  • Parag Pradhan
    Zendesk Product Manager

    @..., @..., @... - we have captured the trigger url issue in a ticket prioritized for resolution.  Thank you for bringing it to our attention.

    4
  • Christopher Wooten

    One thing I have noticed is that looking at views takes you out of the Admin Center.

    We have views for a lot of different use cases would be nice when you select to open a view it opened in a new tab instead of taking you out of the Admin center.

    The button does not even allow you to right click to open in new tab. Just stuck having to go back and forth which is inefficient. 

    4
  • Joel Hellman

    I'll comment on the design only, not the functionality in the admin applications.

    I'll just agree the importance of the Views, Triggers, Automation, Users (team members) pages in daily admin tasks, I feel for me those are often accessed and I see plenty room for improvements there. 

    That said I thing the new Admin Center design is good. I prefer the new UI over the old one. Here are some good points for me:

    • It's very welcome admin is moved to a separate UI.
    • Items are more logically grouped, I think. 
    • I like there is a separate favicon that doesn't inherit the brand icon, it makes it easier to see which tab is the "product tab, i.e. Support" and which is the Admin one. 

     

    Feedback on "Recently reviewed"

    I'd like two improvements to the Recently Viewed feature. 

    1. Keeps too few items and therefore forget the items I need while I'm doing common admin tasks

    Recently Viewed shows 5 items. That might sound like plenty, but if the idea is that it should keep a handy shortlist of the items you'd need for a typical "admin task", I find it's too few most of the time. 

    I typically need to acces more than 5 items most of the time within the same task session, and I often jump around between them at any order.

    For example, I might typically access within a admin task session:

    • Views
    • Groups
    • Triggers
    • Forms
    • Ticket Fields
    • Macros
    • Zendesk Support Apps

    So that's 7. I'd like if the Recently Viewed is a bit generous how many item it remembers.

    For me, I'd like 8 or 10. I wouldn't need more than for a single session, and to many I feel like it would lose its purpose. But the current limit I just about pass every time, and I have to navigate in the full sidebar menu.

     

    2. Don't auto-collapse Recently viewed after access

    I don't understand the design choice here to be honest.

    Every time I want to access a Recently viewed item, I need to click on it, and then click on the item within that list.

    I don't like this because:

    • If its collapsed, I can't see which my recent items are. (I need to click it to first see if it's in the list.)
    • It's an extra click, this annoys me. (I just want to quickly navigate to get my task done, that extra click interrupts me in my work.)

    If I access the Recently viewed - just keep it open for me, so I can do quick navigation, that's the purpose of it, right?

    4
  • Seth Rouggly

    Overall, I like have a dedicated Admin panel. I like the look of it and how things are organized.

    Search is nice and fits with the way Zendesk works in other areas.

    I Really like the Idea of the "Recently Viewed", but wish it stayed open and did not auto collapse.

    Most of the setting I used worked as expected, except for "Automations". I was able to navigate to the automation I wanted to edit, but once done, I could not find a way to navigate back to the list without clicking on something else and then back to Automations.

    Though there are a lot of things I like about the Admin Center, It feels unfinished. There seems to be missing steps here and there. There are also tasks that seem to be a lot more clicks than they used to be.

    Our instance has connected SSO, and so adding a user as an agent requires a search in the main support, where I can change them to "Staff", but have to click the link to open the user directly in Admin Center to set as agent, then go back to the user page in support, refresh the page, set the permissions level and then add them to the proper groups. It would be nice to be able to do all that in the admin center. If that is already possible, it is not obvious.

    4
  • Lone Admin

    One annoyance I came across today.

    Often when trying to trace a problem I open for e.g. macros and triggers etc in different tabs, so I can look at different sections at the same time to compare them.

    In the new centre I can't do this because if I right-click macros for e.g. the open in new tab is missing? If I left-click, it navigates to macros

    I have to go back to the main desk view's page, click admin and open it in a new tab then navigate to macros. And again for each extra tab I need.

    It would be nicer to just right-click the section I want and have the option to new tab.

    Or a link at the top of admin that I can Ctrl-click to open admin in a new tab

    -------------------------------------

    Actually I just found another annoyance. ;)

    If I am viewing triggers for e.g. and the trigger I'm looking at isn't the right one that I am looking for, and I want to go back to the main trigger's menu.

    Normally Old Admin I would just click triggers again to see the list.

    New Admin I can't do that as it does nothing. I have to click something else to force a page change, then click triggers again for it to reload the list.. Not good

    4
  • Dan Ross
    Community Moderator

    Sudeshna Basu

    If triggers show in one list, inactive triggers must be filtered out by default. If an admin deactivated a trigger, it's usually for a reason. We don't need to see them unless we specifically go looking for them, I just need to see what rules are impacting my tickets today.

    Please please please do not make triggers one list without filtering out inactives by default.

    4
  • Tim G

    Thanks Parag!

    I was doing Zendesk training for someone yesterday, and I watched them stumble into this confusion when they were creating a view (they're a full agent):

    - They went into the 'manage views' at the bottom of the list of views on the left in 'Support' > they were taken into a separate window to create their personal view (which they didn't realise had happened, so all ok so far) > they created their personal view > they saved it > then they were left 'stranded' in a list of views. They didn't know where to go next to get back to where they were - because the navigation icons on the left of the 'Support' product were no longer there, they were stranded in the new admin center. So I mentioned that they can close that tab, and their original tab is open to the left. They thought this was odd that it kicks you out into another tab, but got the hang of it.

    - They then decided to edit their view that they'd made, so they clicked on their new view in the views list (in the Support module not the admin center) > used the arrow menu next to the 'play' button top right to say 'edit' > edited their view successfully with a new column > saved the view > landed up in the admin center list of views again > confidently closed that tab expecting to be left with the zendesk support tab. However, because that particular route doesn't open a new tab, they basically lost where they were completely. 

    I guess in summary my feeling is that the admin center has maybe been pushed into a new tab experience because it is not related to just one product (like 'Support' etc) but covers everything from Explore, to Support, to Sell etc - so it isn't part of a specific single product. 

    BUT... it feels like it's forcing this fact through bouncing into a new tab? In an ideal world, I'd love it if a. the admin center is accessible 'standalone' (i.e. through domain.zendesk/admin) as it is now and b. if you enter the admin section from any product (e.g. from the Support product cog icon, or the Support product 'manage views' links etc) it just opens the admin center as a component of that same tab, and keeps whatever product navigation you landed there from - so you can easily head back to the 'support home' or support 'views' navigation buttons etc. Kind of like this:

    Thank you!

    4
  • Carmelo Rigatuso

    Just to echo Scott Patterson and Tim G, consistency is key. We can learn new navigation habits, but they must be consistent across all sections of Zendesk. We can't form a new habit if we never know what's going to happen. There are other examples - saving a trigger, an automation, a macro, or a view does not produce the same results. Why?!?

    Consistency!!! :)

    4
  • Tobias Hoenig

    two things I don't like at all with the new admin center:

    If I use the (now nearly useless) settings button in the nav bar, I have to click another link (why?) to open the admin center. Only then the admin center will open (in a new tab). (btw: same for Explore... I always have to click another link to actually get to the Explore site)
    But if I'm checking the events of a ticket to check a trigger or macro, the link on the trigger/macro will open the admin center in the same tab. Even worse, I cannot go back to the support/ticket view, as clicking the browser's back button will not help. I get redirected back to the admin center immediately. So, I now always have to right click the link and chose "open in a new tab"

    4
  • Beverly Dawson

    Our organization is constantly updating views, macros, and dynamic content, often in large groups of items and not just one or two. In general, I'm not a fan of having to go outside my instance of zendesk to a new tab for the Admin Center, however I could adjust IF I didn't think this was responsible for the extreme delay in updates we're now experiencing. 

    Since the update moving these features to the separate Admin Center, it takes an excruciatingly long time for changes we've made to be reflected in zendesk. How can I update 30 some macros in one shift, when it takes half an hour or more before I can test and make sure my changes worked and behave as expected? I'm hoping the delay will improve as the update continues to get fleshed out, but right now I dread having to make any updates and just repeatedly bang refresh before I can see the results of my work, and more importantly, before changes I make are available to our agents.

    Sometimes these changes are pretty time sensitive and the entire team is on hold until the change updates. It's pretty frustrating. 

    4
  • Peter Hochstrasser

    Dear Zendesk Management

    What happened to your beliefs and principles?

    Zendesk used to be a super-duper Support application with lots of channels and a good, logical UI. You always deployed updates that were sensible, and well tested.

    With the current "new and improved Admin Center", you left your prior beliefs and principles in the dust and pushed a piece of software onto your customers that is not in accordance with your prior quality and ingenuity standards by a very large margin.

    Mind you, I am well aware what you would like to achieve with the admin center, and I think that it could be a good thing - but, again, it has to live up to your prior standards in order to help you stop the loss of customer confidence that you instigated with this piece of software.

    You are currently eating away your customers confidence and satisfaction at a record pace.

    To me, it seems as if you had no intention whatsoever to retain your current customers.

    Take a bit of your valuable time and do what is so common in the software industry:

    EAT YOUR OWN DOG FOOD.

    Then, read the comments to this thread, and, finally, ACT.

    Your time is running out.

    Peter

    4
  • Carmelo Rigatuso

    Hi Parag Pradhan,

    I've already provided this feedback to other PMs and my account manager. This is not new to the admin center, but definitely something I fully expected to be addressed within the admin center UI, so here goes...

    Marcos and Views

    • Editing a personal macro > Select Personal Macros > edit > save > returns me to the personal macros list (as it should, as that's where I was)
    • Editing a personal view > select Personal views > edit > save > returns me to the shared view list (why? now I need to go back to personal views to find the one I was working on)

    Triggers and Automations

    The differences are blatant:

    • Automations allows you to update and remain on the automation being worked on
    • Triggers only have a save button that takes you back to the triggers list.

    Categorization/Sorting

    • Triggers have expandable sections within the trigger list
    • Macros have a drop-down of categories to select/sort
    • Automations and Views are unworthy of categories, for some reason

    Events

    • I click on a trigger link from the event tickets > opens a new tab (as it should)
    • I click on a macro link from an event > opens in the same tab. I've lost my ticket, and I can't go back because I'm now in the admin center. (I don't know what the experience would be for an agent clicking on their own personal macro, but it should also open in a new tab so they don't lose their ticket) 

    People and team members

    As others have stated, stop flipping me back and forth between the admin center and support. I should have all the settings related to a team member in one screen. Permissions for Talk, Chat, Explore, and Guide; the groups they're in; the role they have; security settings; etc. All of it on one screen. Pop up a modal window if you must, but keep me on the same page, please. 

    Thanks,

    Carmelo

    4

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