UX Improvements - a collection
This is a collection of UX/UI nuances I have noticed with Zendesk having used it for just six months. Many of these problems are (in my opinion as an experienced developer) not difficult to fix. Some obviously require longer consideration but I hope that having them listed in one place will initiate a feedback loop and encourage others to add their own.
The list will be updated/comments added as I encounter more.
Searching dynamic content
Searching dynamic content is the most perplexing search I have ever encountered. You cannot search by the DC tag (which would be incredibly helpful as that's what is referenced everywhere). You cannot search for the full title of the DC. You cannot search for part of a title. It appears that the search works on the content of the DC.
Automation dropdown/select boxes
The content of dropdown boxes when defining the logic in an automation is limited to 15 results with a completely unhelpful message reading "X other results. Try refining your search." Using groups as an example, I have over 400 groups. Many follow a naming convention (eg: BRAND - Legal Dept). So when I want to make a general inclusion/exclusion for all legal departments I will search for "legal". The select boxes in other areas of the system do not have this problem (eg: views) - they function perfectly by both filtering and listing all appropriate results, uncapped.
Caching (global)
The caching on the site is short, but long enough to cause issues. If I am adding a new brand or area to the system I will add many views, groups, users etc. in quick succession. Having to wait a couple of minute after each submission turns a 15 minute job into a 60 minute job. Caching is obviously very important, but so is knowing when to refresh it. If I update a cached entity (eg: views), the entity should be re-cached.
Searching groups
Searching for groups seems to return exact matches only. Again, I have over 400 groups. Remembering the exact name for all of them is a chore.
We have prefixed a lot of them per brand which helps a little, but this does not scale.
Audit Log - searching filtering & listing changes
As per the title, the audit log is enormous but is unsearchable and un-filterable. There are also many entries that do not detail what was changed. I am aware you can search the audit log in the API, but this is about the web interface.
Number of suspended tickets in LHC capped
The number of tickets listed in the left hand column next to the name of the suspended tickets view appears to be capped at 5,000. This is misleading and unhelpful. The true value can be seen by opening the view and reading the value below the view title, but for taking in an overview at a glance I do not understand why this cap is in place.
Tag cloud
"The tag cloud below is generated based on the 100 most used tags in the last two months. The cloud is updated daily"
Why 100? Why two months? I have far more than 100 tags and add more sometimes on a weekly basis. Some may only be applied half a dozen times but I still want to be able to view the associated tickets and potentially use the functions.
Also, the way the tags are displayed makes for difficult reading. A simple list would be far better.
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"Searching groups
Searching for groups seems to return exact matches only. Again, I have over 400 groups. Remembering the exact name for all of them is a chore.
We have prefixed a lot of them per brand which helps a little, but this does not scale."Agreed! We have so so many pages of groups and I often need to search by a keyword, and not have the exact title available.
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Unable to "select" position on filtered list of views
I am not able to click on the "Select position" option when viewing a filtered list of views, which doesn't make sense as the subsequent list of views I am given to choose from is unrelated to the initial list. -
List of views in "Select position" menu is not in assigned order
If I choose "select position" when editing views and then filter to find the view I wish this one to be above, the filtered views are not in the order that has previously been assigned which makes the process confusing. -
Inconsistent logic operators (various locations)
There are missing logical operators when creating triggers (among others) such as no "is not" option on the "received at" condition.Also see: https://support.zendesk.com/hc/en-us/community/posts/203075993
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Can't delete dynamic content when filtered - option is only available on the paginated index which again means having to guess the page an entry is on.
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Caching! Always caching!
I can't remove a form field from a form because "there are conditions" - the conditions have been removed and now I am stuck waiting an unknown amount of time because Zendesk doesn't employ cache busting.
This false cache problem exists in numerous places around the system.
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This menace of a popup on every page.
I'm sure that whatever the background logic is to determine whether or not the not-important-to-me-gets-in-the-way-of-everything notification should appear actually slows down the rest of the page loading too.
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Searching the Audit logs and groups would be a huge help for my business. This is a great post to see what others are going through and knowing it's not " just me."
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"Add trigger below" function when using trigger categories does not function logically
As it reads, the "Add trigger below" option when using trigger categories seems to add the trigger in an inconsistent way each time.(FAO Zendesk: See ticket #6668963)
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