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Help Zendesk shape the future of our UI Customization initiative
Posted Nov 21, 2023
Hello Zendesk Community!
As a Product Manager at Zendesk, I’m pleased to inform you that we're actively exploring new ways to enhance your experience by offering extensive customization options for the Agent UI. This initiative is focused on giving you the power to tailor the interface to better suit your workflow and preferences. Your feedback is crucial in this endeavor. We're eager to learn about your specific needs that align with your unique business identity and workflows.
Areas of Exploration
We are interested in gathering feedback and ideas on the following customization possibilities or other suggestions on ability to manipulate UI components that would enhance your experience:
- Field Label Customization: Change the labels of fields in terms of nomenclature, and formatting options like bold, underline, italics, etc.
- Field Size Adjustment: Modify the size of ticket fields to fit your data presentation needs.
- Spacing Customization: Alter the vertical spacing between ticket fields
- Brand Aligned UI: Customize the background color of any UI component to resonate with your company’s branding.
- Ticket Tab Customization: Choose what data appears in ticket tabs for more relevant and streamlined information access.
- Ticket Conversation Log Enhancement: Display custom data or events into the conversation log for a richer, more contextual timeline of interactions between end-users and agents.
- Ticket Subject customization: Change the formatting of ticket subject such as making it bold or change the font color
- Other UI customizations: Any other UI customization you’d like to do that is not listed above
How to Participate
We invite you to share your thoughts, ideas, and any specific UI customization needs you might have. Your feedback will play a crucial role in shaping the future of Zendesk Support's UI.
- Join the Discussion: Post your ideas and suggestions in the comments below. Tell us about your unique scenarios where UI customization could make a significant difference in your workflow.
- Participate in Interviews: We will be conducting surveys and interviews to delve deeper into your needs. Please let us know if you’d be open to have conversations with the Product team and we will reach out to you!
We’re looking forward to hearing about your needs and suggestions on how to best deliver UI customization features to you!
Best,
Mo Rizvi
Sr. Product Manager, Zendesk
7
16 comments
Dan R.
Great initiative Mo, and great initial examples.
Here's my wishlist:
Thanks for considering!
4
Stephen Belleau
It would be nice if all ticket comments/events had an anchor link that can be shared with other agents to take them directly to that comment/event.
4
Ifra Saqlain
Hi Mo Rizvi, most of the time people ask to hide the default ticket field or custom ticket field from the specific user such as end-user, agent, or anonymous so every field should have options to hide just like articles, and there should be an option to hide the form in nasty-panel from a specific user or any organization and if the ticket has two nasty panels one is default and another is custom then both must have different field IDs or if there are more then three; each should have unique ID.
Thanks :)
1
Joey
I'm just going to copy Dan R. because he is right (as usual):
Allow admins to flag fields as read-only natively, without needing to rely on the brutally clunky Ticket Field Manager app or other external apps. Allow us to set restrictions based on group or role through a friendly native UI on the Ticket Form config.
This is a major thing which I secretly hoped contextual workspaces and/or the new layout builder could help with, but didn't.
1
Rafael Santos
In addition to what others have described above, I'd really like to see the ability to extend the flexibility introduced with Custom Layouts to the entire UI, although with the option to define different styles/arrangements per agent viewport (considering both window width and height).
On Dan R.'s suggestion around editing the Ticket tab, please refer to this comment I've posted in March, which would be huge for some agent's ticket handling flows.
On customization approaches, I believe it'd be very interesting to have more UI components customizable via Zendesk Apps Framework, although on a limited basis, as to avoid UI customization race conditions from multiple apps.
Ultimately, we could be given the option to have Support UI themes such as Guide, although with different rules applied to ensure basic functionality, to give us admins/devs full control over the experience without requiring browser scripting/extensions.
1
Shawna James
0
Stephen
Hi,
I am going to reiterate a couple of comments already in this thread:
All functionality should be available via a native UI, ideally the already pretty great UI for managing Ticket Form conditions.
A big one I would love to see is the ability to group fields on a Ticket Form and potentially allow these to be collapsible. For example, have a set of Fields called 'Customer Data' which would be populated automatically and 'Triaging Data' which would showcase fields that a Support Agent would be required to fill in.
Then allow these groups to be required / read-only / optional / invisible depending on the Group you are part of.
1
Johannes Garske
Hey,
thanks for the initiative!
It would be very nice to have a more clear and ordered workspace.
So maybe you could reduce the size of the top- and bottomfields where i could only the the Ticket ID, a few unrelevant fields and on the bottom the macro and submit field.
I think this should be included in the textfield, because it is an waste of space and is needed directly to the textfield.
Thanks!
1
Sydney Neubauer
+1 to the above - adding in the features we would love to see
1
Chirag Shah
Hello,
I believe two features will be helpful:
1) Allow admins or agents to be able to unthread an email from the ticket and generate for another ticket.
2) Create sub-tickets within a larger ticket and ability to assign sub-tickets to different agents.
2
Lucas Case
In the Intelligence section the (suggested) macro's recently changed to be collapsed instead of expanded, so you can take in all the information and followup properly without "unnecessary" clicks. The macro's used to be directly visible when opening the ticket or opening the intelligence section (instead of being collapsed and only visible when clicking this tab open).
Is this a temporary change to facilitate some other changes/configurability later on? If not, this isn't a change for the better (even in the meanwhile, remembering the previous state of the suggested macro's to be collapsed or expanded would help speed up the agent).
0
Stefan Weiss
Hi @...
great initiative!!
I just posted a new topic, which actually falls exactly into yours :)
https://support.zendesk.com/hc/en-us/community/posts/7044649007386-Function-to-collaps-expand-ticket-comments-in-support
For questions, examples, cases, etc. feel free to contact me.
Regards
Stefan
0
Andy Verner
Hi there, mine is simple. I'd love to see a dark mode option. This is one of the few white backgrounds I still have :)
0
Shawna James
0
Arrington Mims
Tickets that have new replies should be bolded and tickets that have been opened should be unbolded. At the moment, it is difficult to tell whether a client has responded or if the preview message is from myself at first glance. The pending vs open icon is not helpful when dealing with a large amount of tickets.
0
Ara Arzoumani
Hi,
I would love to the Zendesk Support layout screen. I would like to propose the following:
dark mode
in an effort to maximize screen efficient and usage, I suggest squeezing some icons closer together. For instance the ‘Reminders’ area to change the timing is too far out to the right resulting in having to expand the vertical scroll line too far to the left just to see and modify the date, time of the set Reminder. (see attached photo). I suggest moving the little ‘modify’ icon circled in red further to the left just to the right of the Time to then allow to use the vertical line used to resize the widget.
second thing is the ability to be able to ‘lock’ the vertical resize bars….
0