Customization - We want your feedback!

Hi Zendesk Community! 👋

We have plans to bring flexibility to you all by incorporating customizations to the data users see on pages in Zendesk products. You know your business the most and deserve the power to pick the view that supports your users' business needs and preferences! We believe customizations will allow you to control the experience your users have and model your business in Zendesk around the way you prefer things to get done. For example, these can be things like specifying the view for how fields, hover record details, record lists, related lists, quick actions, buttons, or links display in record pages in Agent Experience. Imagine the grand possibility of giving your users the best experience by setting up the data and the user interface to meet their needs!

What we've heard from you so far

I want control and flexibility to be able to configure the data how I want for my team.
The general desire for admins to be able to customize the data views.
We want to build really robust experiences for our agents. The ability to do more customizations in the Admin Center will help my team do their job efficiently.
I can't really model my business in Zendesk if I can't customize my data views that my team uses everyday.

What we’re doing

There isn't currently a way to easily customize records to drive what data gets displayed in pages. We've heard from you that this is frustrating experience, so we plan to add the customization feature to allow you to pick the data views that best support your users.

What questions we have for you

What capabilities for customizing data on a page would help speed up your team's workflow? How would they use them?
How often do you encounter the need to customize the data users see on pages?
What challenges do your users face today when interacting with the object and record data and understanding them? Any roadblocks to your team getting things done?
How big is your team of users (how many unique roles, how many team members per role, how many groups)?
If any, what are the major differences in the data needs, actions, or workflows that your team members take to do their job? Do they consistently differ by role?
Any permissions you need to control which customizations are enabled for which roles? Any roles you want to allow updating the customizations previously defined?

How you can help us

Please add your thoughts and comments below. We are in the initial development and we know there will be more iterations to be made in the future. We will collect your comments as research for future releases. The plan is to incorporate your feedback on customization into our roadmap for next year 2023.

We are also interested in having a Zoom conversation to dig deeper with a few customers. If you’re interested in participating in our research that way, please please indicate that in your comment as well and we’ll follow up via email.

Thank you!

Heather Rommel

August 05, 2022 17:12

Community Moderator

Hi Jennifer Yim,
Some of the things that come to mind:

Allow us to configure columns with standard and custom fields that mean something to us on the Organization page, Search results, Customers list, Organization List and the Home page.
Let us move the Tags field around on a Form
Let us collapse sections of the fields in the Agent UI on a ticket (like the requester/assignee/CC area)
Let us "pop out" the Apps from the right sidebar on a ticket
Allow us to hover on the Requester name and see their User profile from a ticket
Let us configure "hover text" for a field on a ticket in the Agent UI
Let us link and show linked tickets more easily for all ticket types - allow Problem/Incident type behavior and let us configure whether it auto-solves related incidents.
Give us the ability to configure when an SLA should go yellow based on our own config on each SLA.

I'd love to be part of this! Please email me to Zoom :D

Jennifer Yim

August 05, 2022 22:06
Edited

Hi Heather Rommel,

Thanks so much for your thorough feedback! I noticed Dan invited you to the 8/25 session so looking forward to e-meeting you then! As my team focuses on the data side of page UX configurations around the availability and the order of data like fields, text, label, I will take away the feedback on configuring column fields, seeing user profile fields of the Requestor, and configuring "hover text" for a field. I will raise awareness of the rest to the other team in charge of the UI side of configurations around the availability (hide/show) and the placement of UI components.

Re: easily linking and showing linked tickets (tickets <-> tickets), the ability to link relationships between two objects was 100% GA released on July 27th and should be available. Please let me know if you're still unable to add a custom field with the "Lookup relationship" type and see it on a ticket for you to link to another ticket.

A couple of clarification questions for you:

By Search results, do you mean the ability to configure columns in the tickets list page when you navigate to Ticket Views in Support?
Can you explain what you mean by "move the Tags field around"? Possibly a scenario example would help?

March 27, 2023 14:43

Hi Jennifer Yim,

Wow, I can't believe I never responded to this! I think we might have talked about this but just for the sake of closing the loop:

By Search results, do you mean the ability to configure columns in the tickets list page when you navigate to Ticket Views in Support? -YES

Can you explain what you mean by "move the Tags field around"? Possibly a scenario example would help?

Customization - We want your feedback!

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