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

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Parag Pradhan

Zendesk Product Manager

Posted Sep 20, 2021

Zendesk admins, we heard you loud and clear!  You wanted one place to update settings, a more structured, organized layout, and a quick way to access configuration pages.  So we moved all Support settings to Admin Center.

We’re curious about your experience with Support settings in Admin Center:

  • What was your first impression?
  • What did you try to find using Search?
  • What did you think of the Recents feature?
  • How well did the settings work?
  • Where did you need help?

Thank you for sharing your feedback with us. Your feedback will help us continue to improve the admin experience. 

Respectfully,

Parag


-10

182

182 comments

One more gem here: I wanted to remove an agent who left us from the Followers list of various tickets.

To be able to find the tickets involved,

  • you cannot use search, as the followers: keyword is still missing.
  • you have to go to the admin client, select the suspended team member, switch to the Support client, switch from tickets assigned to tickets followed and then you can select all of these tickets. But alas, you cannot change anything directly, because there is no "remove follower(s)" action in triggers, so you need to set a tag here, and create a trigger that removes the follower in question (just this one, as there are no parameters for triggers) using a webhook.

What a journey.

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Mark Leci

Zendesk Luminary

I was hoping that segregating the user management into two places would be a temporary thing that Zendesk would have fixed, but it's disappointing that two years after the admin centre was launched, this is still a problem admins have to deal with any time they want to manage users. Our IT team spends quite a bit of time on this as a result of the inflexible user permissions and frustrating UI to manage users in Zendesk.

In contrast, with Salesforce we can create a simple automation that gives everyone with a particular job title a particular role. I would guess most of our IT team has never had to even look at the user management screen in Salesforce. 

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