Help Zendesk shape the future of our UI Customization initiative

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10 Comments

  • Dan R.
    Community Moderator
    Zendesk Luminary

    Great initiative Mo, and great initial examples.

    Here's my wishlist:

    • Allow for fields to be stacked adjacent to each other in the layout. The endless scroll is not always necessary! Zendesk did/does this with default system fields sometimes, let us do it with custom fields please.
    • Allow admins to edit the layout of ticket tabs in the top bar. Here's an example below from today, as you can see, it's not that helpful, especially when looking at multiple tickets. I would like to see the Ticket ID, Org Name and Subject next to that channel logo. Ideally, admins should be able to pick most Ticket, User or Org properties to customize here.
    • 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. 

    Thanks for considering!

    4
  • Stephen Belleau
    Community Moderator
    Zendesk Luminary

    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. 

    3
  • Ifra Saqlain
    Community Moderator
    Zendesk Luminary
    Most Engaged Community Member - 2022
    Most Engaged Community Member of The Year - 2021

    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
    User Group Leader

    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
    Community Product Feedback Specialist
    Hi all, thank you for your continued replies here and for sharing your thoughts with us here! We appreciate you taking the time to provide us with your feedback.
    0
  • Stephen

    Hi,

    I am going to reiterate a couple of comments already in this thread:

    • More control over Ticket Fields - the ability to make them read-only or make read-only by Group. The ability to add more complex restrictions on how Fields are displayed, such as only displaying certain Ticket Fields to certain groups.

      All functionality should be available via a native UI, ideally the already pretty great UI for managing Ticket Form conditions.

    • Ticket Tabs - ability to move these around as an Agent. As an Admin, control the data shown / add identifiers for high priority tickets or tickets with upcoming SLA breaches.

    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
    Zendesk Luminary

    +1 to the above - adding in the features we would love to see

    1. You should be able to customize what the ticket tab states
    2. Able to drag the tabs around into any order (organization)
    3. Able to bulk open/close tickets
    4. Easy ability to display multiple tickets side by side (comparison for troubleshooting, copying text etc)
    5. Have ticket fields have Tool Tips (when you hover you can see Agent direction)
    6. Ability to have custom wording for Agent fields - you can choose the wording for end-users, we would like same for Agents as the fields have specific naming convention but it may make no sense to Agents that use the fields
    7. Layouts is great but it may vary on a per agent basis - if they can drag and drop sections of the ticket layout around and save it for themselves, it can help their efficiency
    8. Ability to see ticket events for particular posts without it reseting the scroll bar - right now, when you go to events it makes you go to the very first comment but sometimes I need to see the events related with a single comment within the thread and I need to scroll again (usually I am already at the comment) to find it
    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

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