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Feedback on Phase 1 - Inspect



Posted Jan 28, 2025

Hello dear Zendesk team,

 

thank you for including us in this great initiative.

 

We've been looking into the Inspect function for a bit and would like to use this thread to collect our feedback and continuously add on to it throughout phase 1 of the Zendesk EAP Sandbox Configuration Management beta. 

 

1) The configuration overview and element inspect function

We were positively surprised as to how quickly the initial inspection of our instance was complete. There's a bit of loading time when navigating the tree, but considering the information that is being drawn, it's not a big deal. The general inspection overview is pretty intuitive to use. 

 

→ What we would like to see:

Support for ticket sharing:
I was not able to view the Ticket Sharing settings that are part of the Ticket settings in the Admin interface through the inspect functionality. 

Will support for Ticket Sharing be added at a later stage? 

 

Being able to find “missing” / broken references within configuration elements:

For example, a reference in a trigger to a custom field option that no longer exists. 

Inspect detects these issues as “Missing IDnumber”, but there's no way to actually look for these configuration issues. One would have to know that a configuration issue exists in order to find it. 

Alternatively, inspect could also alert the admin in some way if one of these broken elements was found when creating the snapshot. 

 

2) The search function

The search really adds to and improves our ability to navigate Zendesk as admins a lot, as it allows searching across all different elements that are part of our configuration. 

 

→ What we would like to see:

Being able to navigate to the separate elements the search found from the inspect-interface. Meaning, if I find a specific Dynamic Content block via the inspect search, I'd like a hyperlink to jump to that specific element in Zendesk admin. Otherwise, the improved search functionality of inspect is held-down by the less responsive counterparts in the other parts of the admin interface. 

 

3) App support and in-app configurations

App installations are listed in the inspect, and some Apps even retain their “parts”, neatly translated to a readable output rather than Zendesk ticket field IDs. For example; In the inspect of the Zendesk-owned Ticket Field Manager app, it's possible to see the clear names of the hidden / restricted ticket fields rather than their ID. This makes it much easier for admins to check the app settings for slip-ups. 

 

→ What we would like to see:

3rd party app support: We would love to be able to inspect and, going forward, save and deploy settings IN a 3rd party app-overlay of an app that's installed in Zendesk. Some apps have the bulk of their settings and configuration options not in the Apps and integrations part of the Admin interface but in Support. Since these app-internal configurations also impact the general configuration of the Zendesk instance, these would ideally be part of the snapshot. Are there plans to make this happen in collaboration with specific app vendors in the Zendesk marketplace or perhaps even independently of them? 

 

Looking forward to hearing from you, and to see what else is possible. :) 

 

All the best!


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