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Paul Von

Joined Sep 10, 2022

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Last activity Jan 31, 2025

Zendesk Product Manager

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ACTIVITY OVERVIEW

Latest activity by Paul Von

Paul Von commented,

CommentTicket customization

Nathan Reiher thanks for your feedback on the current limitations of the New Ticket page! We are currently tracking this feedback in our backlog for 2025 and are evaluating how we can make the New Ticket page configurable to meet this use case.

View comment · Posted Sep 23, 2024 · Paul Von

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Paul Von commented,

CommentTicket customization

Hi Sami,

 

At the moment, the tags box in ticket properties is a fixed position field. The team is ideating on how we might make this  flexible in the future by allowing for more configuration settings. I will share updates on any planned improvements as they become available.

View comment · Posted Aug 21, 2024 · Paul Von

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Paul Von created an article,

ArticleAnnouncements
Announced on Rollout starts Rollout ends
Aug 28, 2024 Aug 28, 2024 Sep 02, 2024

Zendesk is pleased to announce that custom objects cards are now configurable for customers on Professional plans and above.

This announcement includes the following topics:

What is changing?

Previously, admins could configure only the user essentials card. We’re extending this functionality so that you can now configure custom objects cards. Like the user essentials card, you can configure a custom object card by adding, removing, and reordering its fields.

Custom objects cards appear in the record preview panel in the Agent Workspace. Record previews are available to all customers but can only be configured if you’re on a Professional plan or above.

Why is Zendesk making this change?

We’ve heard from you that displaying the most relevant information to agents improves their productivity. Configurable custom objects cards give agents a view of the most important information without leaving the ticket. 

What do I need to do?

You can configure custom objects cards in Admin Center. See Configuring cards to view additional information in the Agent Workspace.
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 Aug 28, 2024 · Paul Von

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Paul Von commented,

Community comment Feedback - Admin Center

Hi all,

 

I'm Paul, one of the product managers at Zendesk. First off, thank you for providing your feedback here on the need for adding custom columns on the User Profile page. We'll go ahead and add this to our backlog and track it for future consideration. While we can't commit prioritization of this request or timelines at the moment, we'll make sure to communicate any updates with this thread when available. 

 

Thank you again for engaging with the Zendesk product development team, your feedback matters and it's highly appreciated! 

View comment · Posted Aug 01, 2024 · Paul Von

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Paul Von commented,

Community comment Feedback - Ticketing system (Support)

Hi everyone – Paul here from the Zendesk product team. As Shawna mentioned, thank you for taking the time to provide your feedback. It greatly helps Zendesk's product development teams prioritize, build, and improve product updates. 

 

In regards to the order of messages and location of the conversation editor, customers who are on Suite or Support Professional and Enterprise plans can utilize Layout Builder to configure those settings. A custom layout through Layout Builder can accommodate changing the order of the conversation, the location of the editor, and whether the editor is open or closed by default. Here is the Help Center article that outlines how to do so: https://support.zendesk.com/hc/en-us/articles/6070249202202-Configuring-the-conversation-order-and-composer-location-in-tickets 

View comment · Posted Jul 29, 2024 · Paul Von

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Paul Von commented,

CommentTicket customization

Thank you for passing that feedback along, Paul! Hiding and showing sections in the different components that Layout Builder can influence via a custom layout is something the team is currently validating. We'll make sure to include your comments to our notes to research for future consideration. 

View comment · Posted Jul 19, 2024 · Paul Von

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Paul Von created an article,

ArticleAnnouncements
Announced on Rollout starts Rollout ends
July 3, 2024 July 3, 2024 July 8, 2024

Zendesk is pleased to announce that we are extending custom layouts with layout builder capabilities into Support Professional and Suite Professional plans. Previously, this feature was available for customers with Enterprise and Enterprise Plus accounts only.

This article includes these sections: 

What is changing? 

If you have the Agent Workspace activated on a Support Professional or Suite Professional plan, you can now use layout builder to create a custom ticket layout. With custom layouts, admins can use an intuitive, drag-and-drop interface, called layout builder, to create and apply a custom layout to tickets. No developer resources are required. 

With layout builder, you can feature the apps that your agents use the most by moving them out of the context panel and into the main ticket interface. You can also rearrange, resize, and stack components (such as ticket conversations and ticket properties) to improve agent workflow and reduce the time agents need to resolve tickets. 

For more information about custom layouts with layout builder, see this article.

Why is Zendesk making this change? 

We heard you! Customers needed a way to configure Zendesk so the ticket interface presents the right information and context to their agents at the right time and situation.

Customers saw the value of custom layouts on Enterprise plans and asked us to extend ticket  customization capabilities to other plan types. In particular, we had many requests from customers to configure the conversation order and composer location. Customers with Professional plans can do that now. 

Introducing custom layout 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. See also Announcing configurable cards in Professional plans.

What do I need to do? 

If you have a Professional account with Agent Workspace activated, you’ll automatically see the new Layouts section in the Admin Center under Workspaces > Agent Tools. No additional steps are required to get the feature enabled for your account.

To build and activate a custom layout, here is a helpful resources guide to get you started.

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 12, 2024 · Paul Von

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Paul Von commented,

Community comment Feedback - Ticketing system (Support)

Hey Lloyd, thank you for taking the time to provide us with this feedback. We apologize for the delay on our end in providing you with a response to your feature request.

To your broader feedback on a customizable Agent Workspace, we now offer a degree of UI flexibility and customization via custom layouts through layout builder. This feature allows eligible customers to configure the ticket page to better suit specific workflows and set up different variations of the page to account for different teams. You can learn more about how this configuration can be set up through this Help Center article: https://support.zendesk.com/hc/en-us/articles/5447690090138-About-custom-layouts-with-layout-builder

As for your suggestions about URL for theming and notes reversion, I have added those to the backlog for future consideration. This means that we will evaluate and consider development of these requested capabilities in our future planning cycles. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community.

View comment · Posted Mar 19, 2024 · Paul Von

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Paul Von commented,

Community comment Feedback - Ticketing system (Support)

Hey everyone, Paul here from the Zendesk Product Team!

I apologize for the delay on our end in providing you with a response to this feature request, it does date back many years.

I wanted to add an official comment here to let you know that we are not able to commit to building this feature at this time. I understand this may be frustrating but wanted to ensure we closed this loop to remain transparent.

I'm going to mark this post as “not planned”, but leave it open for further comments and upvotes.

If you are interested in learning more about this and other features being built please make sure to check out and follow our Community eventsWhat’s New Community Topic, and Zendesk Updates. Again, I apologize for our delay and appreciate you being a valuable Zendesk Community member.

View comment · Posted Mar 19, 2024 · Paul Von

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Paul Von commented,

Community comment Feedback - Ticketing system (Support)

Thank you for taking the time to provide us with this feedback. We apologize for the delay on our end in providing you with a response to your feature request.

I wanted to share that this capability to determine the open/closed nature of context panel and which panel is open by default has been released as of November 2023! It is available as part of custom layouts via layout builder.

While you may have already seen this announcement, we wanted to close the loop here for others who may come upon this post.  Please view this documentation (https://support.zendesk.com/hc/en-us/articles/5447837546138-Creating-custom-layouts-to-improve-agent-workflow) to learn more about how to configure the context panel for this use case.

We appreciate your feedback and thank you for being a valuable Zendesk Community member.

View comment · Posted Mar 19, 2024 · Paul Von

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