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Jonathan Aniano
Joined Aug 20, 2022
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Last activity Feb 22, 2024
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Latest activity by Jonathan Aniano
Jonathan Aniano commented,
Thanks for the question, Christian. Zendesk Sell is still very much a popular and active part of our portfolio. We've been hard at work bringing the Zendesk Sell technology into our Zendesk Suite infrastructure so we can take advantage of the Zendesk platform and enhance customer experiences with Zendesk AI, including our bots and automation features.
View comment · Posted Feb 22, 2024 · Jonathan Aniano
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Jonathan Aniano commented,
Hello Zendesk Community!
As always, I wanted to thank all of you for your feedback here in the community. I appreciate your candor, your detailed replies and your transparency with us as your trusted CX partner.
We've listened to your feedback here and all of the additional feedback that customers have provided to us in the last few months.
We have decided to revisit our plan for bot usage pricing in light of major enhancements we've made to Zendesk Bots, Zendesk AI and to the broader Zendesk platform this year. We will not be enforcing the current plan for MAU-based bot pricing this year.
We plan to update our approach here and will aim for pricing that is specifically aligned with the value created in your specific bot deployments. As we determine the next steps here, we will release broader communications to Zendesk customers through our various customer communication channels and I will also make sure this thread is updated with links to any new information that we publish.
Thank You,
Jon Aniano
View comment · Posted Aug 15, 2023 · Jonathan Aniano
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Jonathan Aniano commented,
Hi Everyone,
It has been a while since I've commented, so I apologize for the gap in communications. I'd like to provide a quick update to everyone here.
The Zendesk Bots team and I have been keeping track of and reviewing your comments and we've also been having some fruitful and open discussions with customers who have reached out to us directly on other channels.
While we're not currently ready to announce specific changes and updates here today, I'd like everyone to know that we are investigating our options and will likely make some changes here based on your strong and consistent feedback.
I expect to update the community again with a post here in the next 2-3 weeks with additional details.
As always, we both appreciate and encourage your continued engagement and feedback with us on topics like this. Please keep the feedback coming.
Thank You,
Jon Aniano
View comment · Edited Jul 27, 2023 · Jonathan Aniano
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Jonathan Aniano commented,
Hi folks, I'm still watching and listening to this thread, I wanted to follow up with some replies here to the recent posters.
Hi Admin redk (Borja),
We are working on the details for most of these questions right now, so, while I do not have the details yet, I do want to acknowledge the questions:
1. When/how/what will the thresholds be for notification? We are working on the details here but we'll either set a comfortable threshold (e.g. 70% of of the cap) or allow you to set your own threshold. We'll likely be emailing all of the admins. And remember, you'll always be able to monitor this within admin center.
2 and 3. What will be the behavior in the end-user experience / can we customize the fallback experience: Ultimately, the theory here is to gracefully update the end-user experience where we have to. There will not be a "hard down" message. We may revert to a simple fall back flow message that you can customize. We are working on the details here and will publish them as we get closer.
3. When will the dashboard be available in Explore? We expect to show the MAU usage in the May timeframe in Admin Center.
4. How will the capping work exactly? I think I'd need a little more clarification here to answer the question.
Hi Harper Dane,
Thank you for your candor and your direct feedback. I truly appreciate your perspective and your honesty here.
The announcement was made now to give our customers as much time as possible to think about the implications of this to their workflow in advance of us charging for these capabilities toward the end of the year.
While I don't want to speak specifically in this forum about our upcoming product announcements around Flow Builder, I do think you will be pleasantly surprised with some of the updates we are making in the May timeframe in advance of this new usage model for Flow Builder.
Hi Shayan Moussawi,
I also appreciate your thorough reply and feedback. I also appreciate the edit as I know we've made recent progress in some of the areas you've mentioned. Please keep the feedback coming and let me/us know if there is anything I can help you track down to help with your operations.
Regarding your comment #1: Our intent was to actually match the pricing to satisfactory customer outcomes with MAU vs charging for every resolution. If you have a customer who comes back and interacts with flow builder multiple times in a month, there will only be one MAU account for that. But, I do hear your feedback that when a bot flow escalates into an agent interaction, it may not indicate a satisfactory resolution. We'll consider this.
Regarding your comment #2: As for seasonal usage, this is a good point. We usually try to work with customers that have major seasonal spikes to find a model that works for them. This might be something your account team can help with later this year as we get closer to this rollout.
Regarding your comment #3 & 5: Without going to far into upcoming launch announcements, like Harper above I think you'll be really pleasantly surprised by the major updates to Flow Builder coming mid-year.
Hi Simon Blouner,
Thank you for your feedback and I'm sorry to hear about your disappointment. Per my #1 response to Shayan above, we're thinking about how this model affects customers like you who may have more escalations from Flow Builder into agent assisted tickets vs satisfactory bot resolutions. I may work with your account team to learn more about your current price per ticket model and how you're using Flow Builder today.
View comment · Posted Mar 14, 2023 · Jonathan Aniano
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Jonathan Aniano commented,
Hi Josef,
Thanks for jumping in.
1. I was referring to the updated pricing for Flow Builder.
2. This is good feedback, I understand the scenario. We are analyzing data across thousands of customers at different stages of their lifecycle, but we can go back and take another look.
3. I don’t have the announcements in front of me (I believe this was a few years ago now) but I’ll spend some time reviewing and I’ll post back here.
Hey Slava,
1. Per above I’ll see what I can find for you here.
2. This is very valid feedback and something we’re actively discussing right now internally. We’re going to think about this and I’ll report back to the community in the coming weeks with some info about our discussions.
Hey Mateusz,
Per the #2 response to Slava above, we’ll be looking into this.
Thank you for the feedback on how we communicate the pricing and packaging for various parts of our product, I’ll bring this to the team.
Hey Slava (again),
1. I hear your feedback on volume, I think this might be related to your feedback in the first post about how the difference between a bot/resolution and a pre-message form.
2. Also great feedback. Expanding language support for our ML-powered features to be in line with the rest of our language support is a major priority this year. We expect to support Ukrainian language before the end of the year (hopefully sooner) and I’ll make sure to ping you when that is ready.
View comment · Posted Mar 09, 2023 · Jonathan Aniano
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Jonathan Aniano created a post,
Hi everyone -
I’m Jon Aniano, SVP of Product here at Zendesk.
A few days ago, we posted an article in our Help Center about upcoming pricing changes to Answer Bot and Flow Builder. We got a lot of feedback on that article and want to share what we’re hearing and begin to respond to some of your concerns.
To speak a little about why we’re making this change, we’ve heard from customers that with the current model, it is difficult to predict and forecast the number of resolutions needed per month. Monthly Active Users (MAU) will provide a more flexible unit of measure that makes it easier to analyze and predict usage.
When Flow Builder was first announced with messaging in 2021, we communicated that it would be unmetered for some time. Since then, we’ve invested heavily in Flow Builder, allowing our customers to build great customer experiences by automating a broad range of requests. Moving forward with our planned usage-based pricing model will enable us to continue improving this functionality and delivering the value you expect from Zendesk.
To speak to a few things that some users found confusing from the article:
- These pricing changes will not impact existing customers until their next renewal and no sooner than September 2023. In May, you can start monitoring your MAU usage in an Admin Center dashboard, which will help you forecast what may be needed as your business grows. Still, no caps or additional charges will be implemented until later in the year.
- Under the new pricing model, when you near the cap for your MAU usage, you’ll receive notifications to adjust your MAU as needed.
The other feedback we've heard largely centers around the following concern:
- The 1,000 MAU limit seems relatively low. When we began planning for this change, one of the things we considered was current usage. We wanted to find a limit that would allow a majority of customers to use the tool without significant price increases. It would also allow us to invest in much more advanced functionality for users who wanted to make Flow Builder a primary part of their service strategy. We found that a large percentage of our accounts fell below 1,000 MAU, which is how we landed on this threshold.
We are continuing to listen to your feedback and your comments.
I want to encourage you to provide additional feedback on this as we continue shaping up our plans. I'm also looking into setting up a live listening session with people who've provided feedback so far, so that I can hear and engage with you live.
I’ll continue to field questions and review and evaluate feedback here. Thanks, as always, for letting us know how you feel and think about Zendesk.
Edited Mar 08, 2023 · Jonathan Aniano
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Jonathan Aniano commented,
Hi Onur - Consider your feedback formally submitted! Thank you for your comments. I've passed this along to the team and I know we are actually working through designs and solutions for all of these.
As for the listening sessions, we'll post here with timing and instructions.
Thanks,
Jon
View comment · Posted Aug 23, 2022 · Jonathan Aniano
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Jonathan Aniano commented,
Okay everyone. Thank you again for working with us as we adjust our process here.
At this point, if you've requested an opt-out here or via a ticket to our Advocacy team, we will honor that request and you will be excluded from this batch of activations.
Going forward, if you would like to be opted-out of this round of activations or if you've been migrated and you wish to roll back, you will have to contact us and file a ticket with our Advocacy team. We have updated our Advocacy processes and information to accommodate this.
Most of you probably already know how to contact Zendesk and log a ticket, but, just in case you need some assistance, this article helps guide you in the process: https://support.zendesk.com/hc/en-us/articles/4408843597850
I look forward to continued discussion and collaboration with all of you.
Thank You,
Jon
View comment · Posted Aug 22, 2022 · Jonathan Aniano
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Jonathan Aniano commented,
Hello everyone,
Quick note to all of you who have commented since my post. If you've submitted a ticket requesting to opt out of this set of activations and/or if you've posted here, I've had our team add you to the list of exclusions. You will not be auto-activated.
If you're reading this later on, and you have been auto-activated, and you'd like to revert, if you submit a ticket, we will approve the roll-back.
View comment · Posted Aug 22, 2022 · Jonathan Aniano
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Jonathan Aniano commented,
Hello Zendesk Customers,
My name is Jon Aniano, and I run Product Management at Zendesk for the Suite. When it comes to the process being discussed here and our decision making around Agent Workspace, the buck stops with me.
I've read through all of your comments and I wanted to personally chime in here and respond:
Firstly - Thank you for all of the feedback, it is genuinely a gift. It has been great to see the community engage on this thread. Please keep the feedback coming, we're listening, I'm listening.
Secondly - From the feedback, it is clear there are some use cases and preferences that we're not handling well (and not giving you enough control over) in Agent Workspace. Please know that we are working on these, but also I want to hear more about these directly from you. So, we're going to hold one or more listening session webinars (stay tuned, we'll announce them here) where you can join me and engage directly with me and my PM team. We'll have some back and forth dialogue about the topics here, we'll take questions, and we'll talk through this together.
Thirdly - We're making some immediate changes to this process in response to this feedback. We will absolutely honor any requests to roll back to the old agent UI for this batch of activations. If you feel your team will be unduly affected by the move to AW, we'll let you continue to use the old UI until a future date, likely in 2023 (timing TBD, we're working this all out right now). If you've already requested a roll back and you've been denied (as I've seen in the comments here), we'll re-engage with you and we will process the request again.
Finally - The product and engineering teams at Zendesk will spend some time over the coming weeks to determine how we can reprioritize some of our work for the remainder of the year to respond to the feedback in these comments and the feedback we hear in the listening sessions.
Agent Workspace is the primary Zendesk user experience. It is used by tens of thousands of Zendesk customers, and many of these customers have seen great results in migrating. Its our job to make sure ALL of our customers can reap the benefits of Agent Workspace, and you have my commitment that we'll make this happen together.
Thank You,
Jon
View comment · Posted Aug 20, 2022 · Jonathan Aniano
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