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Question to ZD: When will posted issues start being fixed? (Considering leaving the EAP)
Posted Nov 14, 2024
Our team has identified 10 issues with the EAP so far, all of which we've submitted here or have upvoted existing posts on, about a month ago. We signed up for the EAP knowing we'd take on some challenges, but these issues have significantly added to the time it takes us to create and edit articles, and added a lot of frustration to our daily work.
Because of that, we're wondering: When will the issues that we and others have brought up start being addressed? We are in the EAP to help make the Editor the best it can be, and if Zendesk begins addressing these issues, our team will continue to provide feedback on the next iterations. However, if Zendesk is not planning to start addressing these in the next month, then we will be opting out of the EAP until that happens. Our team is constantly in the Editor, and so we're constantly frustrated and taking much more time to do simple tasks than should be the case.
A summary of our biggest issues:
- Copy-pasting from Google Docs to Zendesk is incredibly laborious and ~doubles the time to create a new article. This wasn't great before, but it's much worse now. You can see details of that in my comment on this feedback post: https://support.zendesk.com/hc/en-us/community/posts/8129122430874-Copy-and-paste-retains-text-styling#community_comment_8341907363226
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The improvements to tables don't nearly make up for the extra work we have to put in to them. We've found some workarounds, but it's never straightforward to update a table. And because copy/paste doesn't work well, adding a table is a cell-by-cell process. We joined the EAP in large part because of the planned improvements to tables, but we see a huge net decrease in ease of use.
- Here is a post we made about tables: https://support.zendesk.com/hc/en-us/community/posts/8176537354778-Editing-an-existing-table-leads-to-unwanted-changes-in-the-table-and-in-other-tables-in-the-article
- And here is another table-related post we commented on: https://support.zendesk.com/hc/en-us/community/posts/7848826948634-Table-broking
We hope to hear from you soon, so we can determine if/when to request leaving the EAP.
Thank you,
Roxanne (team editor)
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