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![Brett Elliott's Avatar](https://support.zendesk.com/system/photos/1260932417870/circle_profile_photo_-_Brett_and_Poppy.png)
Brett Elliott
Joined Oct 16, 2021
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Last activity Dec 19, 2024
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ACTIVITY OVERVIEW
Latest activity by Brett Elliott
Brett Elliott created an article,
Announced on | Rollout starts | Rollout ends |
January 15, 2025 | March 3, 2025 | March 3, 2025 |
Zendesk is pleased to announce the release of a new version of the product tray!
This announcement includes the following topics:
What is changing?
The product tray is where Zendesk users can easily switch between different Zendesk products. See Switching among Zendesk products. With this new release, we are introducing several enhancements to improve your experience:
- New icons for all products to provide a fresh and modern look.
- Updated product order to enhance usability.
- A monochrome aesthetic for a cleaner visual presentation and improved accessibility.
- Product name updates to better reflect the purpose of each product. All other product names remain unchanged.
- Knowledge (formerly Guide)
- Voice (formerly Talk)
- Analytics (formerly Explore)
- Community (formerly Gather)
- Sales (formerly Sell)
Product tray |
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Why is Zendesk making this change?
These updates are part of our commitment to adopting Zendesk’s new product naming conventions, which are designed to communicate more clearly the functionality of each product. Customers may have already noticed these new names appearing in our marketing materials and other communications. This release marks another important step towards aligning our product references across the entire Zendesk ecosystem.
In addition to the naming updates, we are focused on improving accessibility to ensure all users can efficiently navigate through our products.
What do I need to do?
We recommend that customers inform their agents about these upcoming changes, particularly the product name updates. This proactive communication will help reduce any potential confusion and save time during the transition.
If you have feedback or questions related to this announcement, please visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.
Edited Feb 10, 2025 · Brett Elliott
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Brett Elliott created an article,
Announced on | Rollout starts | Rollout ends |
July 11, 2024 | July 11, 2024 | July 16, 2024 |
Zendesk is pleased to announce that we are extending cards with configuration capabilities into Support Professional and Suite Professional plans. Previously, this feature was available for customers with Enterprise and Enterprise Plus accounts only.
This announcement includes the following topics:
What is changing?
If you have Agent Workspace activated on a Support Professional or Suite Professional plan or above, you can now configure the information displayed in the user essentials card at the top of the customer context panel. You can access configuration options from the Cards page in Admin center, which was previously called the Essentials card page.
With cards, any information stored on a Zendesk user can be shown in the Agent Workspace, including custom fields. Cards can be used to improve agent efficiency in two ways:
- Display the information agents need to respond to tickets in the ticket workspace.
- Reduce the steps needed for agents to visit a page outside of Zendesk, such as a CRM, by using a clickable link in the essentials card.
Why is Zendesk making this change?
We heard you! Customers needed a way to configure the information shown to agents in the ticket workspace.
Customers saw the value of configurable cards on Enterprise plans and asked us to extend customization capabilities to other plan types. Customers with Professional plans can do that now.
Introducing cards features to Professional plans is part of Zendesk's ongoing effort to bring high-level features and value to our customers, including user interface customization.
What do I need to do?
If you have a Professional account with Agent Workspace activated, you’ll automatically see the new Cards section in the Admin Center under Workspaces. No additional steps are required to get the feature enabled for your account.
To configure your first card, see Configuring the user essentials card.
If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.
Edited Jul 11, 2024 · Brett Elliott
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Brett Elliott commented,
Hi Christa Knox and Robert Lindgren ,
Thanks for raising this. This is a known issue. We don't have anything on the roadmap for improving lists at this point in time, but we are in the process of consolidating ownership of the various lists within Zendesk Support under my colleague Salvador Vazquez, who will be the best position to give an update on this in the not to distant future.
Thanks in advance for your patience.
View comment · Posted Jun 11, 2024 · Brett Elliott
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Brett Elliott commented,
Hi Simon Blouner (midlertidig) and Bobby Watton,
I'm Brett, the Product Manager at Zendesk working on solving the problem you're both describing here. I'd love to connect and discuss your needs further. If either or both of you are interested in hearing about this in more detail please reply here and I'll reach out via email.
View comment · Edited May 27, 2024 · Brett Elliott
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Brett Elliott commented,
Hi Olivier MAS,
Yes, there are ticket access settings on both the Org and the User. This article explains how they work.
- Brett
View comment · Posted Dec 01, 2023 · Brett Elliott
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Brett Elliott commented,
Hi Gregg Hansen,
If you don't mind me asking, what is it about Contacts in Sell that make them suitable, and what makes Users in Zendesk not suitable for you? What would you need users in Support to be able to do?
View comment · Posted Nov 01, 2023 · Brett Elliott
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Brett Elliott commented,
Hi all,
I'm very pleased to let ya'll know that the essentials card is now configurable for all those on Enterprise plans. Announcement here.
My team are currently working on making URL's in text fields render as clickable links. I'll let ya'll know when that's release too.
View comment · Posted Oct 31, 2023 · Brett Elliott
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Brett Elliott commented,
Hi Priya Dugar and Rich,
Thank you for the feedback. We're considering a solution that would solve for this. May I run it by you to see if it would serve your needs?
On the User Profile Page, multi line text boxes show URLs as links. If we were to add this functionality to the essentials card would it solve the problems you're looking to solve here?
View comment · Posted Aug 25, 2023 · Brett Elliott
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Brett Elliott commented,
Hello Mark and Mistyamber,
I'm Brett, one of the Product Managers responsible for Zendesk's UI configuration. It's great to meet you both, and I'm excited to share some updates with you.
I'm pleased to say that we're making solid progress in this area, starting with the introduction of a configurable Essentials Card in Agent Workspace, which is scheduled for release in June. This feature will allow administrators to define which User Fields are displayed in the Essentials Card, including Custom User Fields. Our goal is to improve agent efficiency by helping businesses bring their most important customer data into the ticketing experience.
Our focus will soon shift to providing the same functionality for both Organizations and Custom Objects.
Regarding Mistyamber's feedback on the Customer Profile Page, we're currently exploring solutions to address the concerns raised. While we don't have a roadmap for a solution yet, we're actively looking into it. We've heard similar feedback from other customers, which is why we haven't released the new Customer Profile Page from beta.
Mistyamber, I believe we're emailing at the moment to organize a time to talk about this type of configuration, which I'm looking forward to. Mark, I'd also like to extend the same offer to you. If you're interested in discussing your needs in this area and possible solutions, let me know, and I'll reach out to you privately.
View comment · Edited May 01, 2023 · Brett Elliott
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Brett Elliott commented,
Hi Enrick,
I've moved on from the team who owns this issue. Let me introduce you to the wonderful James Hanley who will be able to provide an update on this change.
View comment · Posted Apr 06, 2023 · Brett Elliott
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