JJ Miclat

Hey Danny Chrismas!

Re spacing: The new product tray follows the spacing for our Garden menu component - https://garden.zendesk.com/components/menu

This brings more consistency to all menu experiences throughout the product, since most of them are using the Garden menu component. Since the product tray is by far the most prominent menu in the product, we would certainly be up to making changes if we found usability was not ideal for large volume of users. A great thing for us to test and iterate on in the future!

Re hover: Yes! The menu items will change to light blue on hover or focus (with a darker blue bar on the left side) and a darker blue to indicate current selection. This image might be helpful to illustrate this -

Zendesk is pleased to announce the release of a new version of the product tray! 

This announcement includes the following topics:

• What is changing?
• Why is Zendesk making this change? 
• What do I need to do? 

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)

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.

Hey Jason!

I hear you, and other customers have as well. 

Last year, we launched the ability for admins to customize their Agent Workspace (for their agents), via Layout Builder. You'll be able to change the:

• order of messages in the conversation log, you could configure messages to show up in ascending or descending order based on what time they were delivered
• position of the composer versus the conversation log, you configure the composer to be at the top and the log to be at the bottom, or vice-versa

Layout Builder is only available for Enterprise customers today, but we're looking to open it up to Professional customers by H2 of this year. 

Hope this helps!
 

Cheers,

JJ

Hey folks!

We're looking to open up Layout Builder to additional plans in 2024.

Extending a warm invite for everyone on this thread to join us on Tuesday, November 14th at 11 AM CDT for our live PM Roundtable on Layout Builder for Agent Workspace community event, where you'll get to live chat with Paul Von, myself, and other PMs looking after customization at Zendesk.

We'll be going over the 2024 roadmap and long-term vision of Layout Builder, in addition to our customization strategy around Agent Workspace.

We'll then open it up to the floor for discussion on any questions regarding Layout Builder, feedback on the current state of the product, feedback on our roadmap, feature requests regarding Agent Workspace customization that you would like to see us bake in, sharing best practices around creating custom layouts, and so much more.

We'd love to see y'all there!

Cheers,
JJ

Hey folks!

Extending a warm invite for everyone on this thread to join us on Tuesday, November 14th at 11 AM CDT for our live PM Roundtable on Layout Builder for Agent Workspace community event, where you'll get to live chat with Paul Von, myself, and other PMs looking after customization at Zendesk.

We'll be going over the 2024 roadmap and long-term vision of Layout Builder, in addition to our customization strategy around Agent Workspace.

We'll then open it up to the floor for discussion on any questions regarding Layout Builder, feedback on the current state of the product, feedback on our roadmap, feature requests regarding Agent Workspace customization that you would like to see us bake in, sharing best practices around creating custom layouts, and so much more.

We'd love to see y'all there!

Cheers,
JJ

Hey folks!

Extending a warm invite for everyone on this thread to join us on Tuesday, November 14th at 11 AM CDT for our live PM Roundtable on Layout Builder community event, where you'll get to live chat with Paul Von, myself, and other PMs looking after customization at Zendesk.

We'll be going over the 2024 roadmap and long-term vision of Layout Builder, in addition to our customization strategy around Agent Workspace.

We'll then open it up to the floor for discussion on any questions regarding Layout Builder, feedback on the current state of the product, feedback on our roadmap, feature requests regarding Agent Workspace customization that you would like to see us bake in, sharing best practices around creating custom layouts, and so much more.

We'd love to see y'all there!

Cheers,
JJ

Hey folks!

Extending a warm invite for everyone on this thread to join us on Tuesday, November 14th at 11 AM CDT for our live PM Roundtable on Layout Builder community event, where you'll get to live chat with Paul Von, myself, and other PMs looking after customization at Zendesk.

We'll be going over the 2024 roadmap and long-term vision of Layout Builder, in addition to our customization strategy around Agent Workspace.

We'll then open it up to the floor for discussion on any questions regarding Layout Builder, feedback on the current state of the product, feedback on our roadmap, feature requests regarding Agent Workspace customization that you would like to see us bake in, sharing best practices around creating custom layouts, and so much more.

We'd love to see y'all there!

Cheers,
JJ

Hey Scott Patterson,

Thanks for your patience! The ability to change the order of messages and/or alter the location of the composer is now live. If you've signed up for the Layout Builder EAP, you should already see it in your account. More info here - https://support.zendesk.com/hc/en-us/articles/6070249202202

Cheers,
JJ

Hey everyone,

We appreciate your feedback on this topic and would love to hear more directly from you live. Please join us on Thursday, April 25th at 9 AM PDT for our PM Roundtable.

It'll be an open discussion on what is and isn't working with the recent UI changes regarding Agent Workspace. The product team would also like feedback on enhancements they plan on making in Agent Workspace, so we can design the experience tailored to your CX needs.

The link to register can be found here, we'd love to see you all there.

Cheers,
JJ

Hey everyone,

We appreciate your feedback on this topic and would love to hear more directly from you live. Please join us on Thursday, April 25th at 9 AM PDT for our PM Roundtable.

It'll be an open discussion on what is and isn't working with the recent UI changes regarding Agent Workspace. The product team would also like feedback on enhancements they plan on making in Agent Workspace, so we can design the experience tailored to your CX needs.

The link to register can be found here, we'd love to see you all there.

Cheers,
JJ