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A.J. Bouchard

Joined Apr 15, 2021

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Last activity Nov 03, 2023

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ACTIVITY OVERVIEW

Latest activity by A.J. Bouchard

A.J. Bouchard created a post,

Post Feedback - Reporting and analytics (Explore)

Use Case / Problem to solve / Business impact of limitation or missing feature

Agents who are owners of scheduled deliveries are typically reporting analysts, team managers, or admins. When these agents leave the company or team, they are offboarded from the instance, changed from agent to end-user.

Currently, if an agent is changed to an end-user, their scheduled deliveries (SD) are automatically deleted, leaving the business in a bind to try to figure out why their deliveries stopped, how to get the deliveries setup again, and what settings/recipients should be on the setup. On an administrative side, there isn't a simple way to know if the agent has scheduled deliveries before they offboard them.

 

Feature Request Summary

There are numerous ways to approach solving this problem. Here are some suggestions:

1. Don't delete scheduled deliveries if the owner gets downgraded to an end-user. Perhaps have the scheduled delivery tied to the dashboard itself, and any agent who has permissions to edit the dashboard can edit/own the scheduled delivery together.

2. If 1. cannot be achieved easily, it would be beneficial to at least have a warning message appear when an agent is being changed to an end-user, indicating that this person has scheduled deliveries which will be deleted if you click Continue/Okay. And if many users are being changed to end-user in a bulk update via csv, it would be great to hav

 

Existing Work-around

The existing work-around is not sustainable/scalable. The process is bottlenecked to admins. It adds a lot of manual work for a simple offboarding. Every time an agent is going to be offboarded, use the API to check if they are owners of scheduled deliveries and, if so, recreate the schedules.

1. As an Admin, use this API endpoint to call the list of scheduled deliveries for the instance. https://{{subdomain}}.zendesk.com/explore/admin/dashboard_schedules.json

2. Convert the json to csv.

3. Search the agent's name to locate the deliveries that are owned by the agent.

4. Copy the dashboard's ID into this URL to open the dashboard.

https://{{subdomain}}.zendesk.com/explore/dashboard/{{dashboardID}}

5. Click Schedule to open the scheduled deliveries window. Open the scheduled delivery and copy the setup details and the list of recipients. (I take screenshots).

Note: You can only see other people's scheduled deliveries if you are an admin.

Note: If the dashboard has multiple scheduled deliveries, there isn't anything in the UI to indicate who the owner is of which delivery. So you have to assume into the agent's account, open the dashboard and identify their delivery there.

6. Recreate the scheduled delivery, either logged in as an admin, assumed in to another agent's account, OR utilize a system-user account.

Note: the benefit of using a system-user account is that this account is typically not ever offboarded so there's little risk of the delivery being deleted. Downsides: 1. takes up an agent license, 2. if the delivery needs to be updated, the request needs to go through an admin. The benefit of using another agent's account is that then they can manage it themselves. Downside is the risk of the delivery getting deleted again in the future.

7. Delete the agent's original version of the scheduled delivery.

 

Other necessary information or resources

Existing Zendesk article: https://support.zendesk.com/hc/en-us/articles/4408843602714-Scheduling-dashboard-deliveries 

Other Community posts related to this:

  • None that I can find. Please comment and share if you find one.

 

If this article resonates with your use case, please upvote and leave a comment below.

Posted Mar 30, 2022 · A.J. Bouchard

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A.J. Bouchard commented,

Community comment Feedback - Help Center (Guide)

Hi Kasper Sorensen Thanks for your reply!

We do have the rich text editor experience enabled. What we've experienced is that the users submitting the form do not bother manually hyperlinking the the URL. Instead they just paste in the URL and assume that it will auto-hyperlink when they click submit. They probably shouldn't assume that; however, they might be used to that happening in other common UX's they're familiar with, like in email clients (Outlook, Gmail) and messaging tools like Slack.

I hope this can be added to your product backlog and considered in a future roadmap.

View comment · Posted Nov 29, 2021 · A.J. Bouchard

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A.J. Bouchard commented,

Community comment Feedback - Admin Center

Hi Alina Wright 

"I would also love to learn more about how granular you'd need to control these broken out permissions. Would you need to restrict adding trigger by agent by group? Brand, organization? Would love to hear from you as we're figuring out what we'd like to build."

Granular permissions for editing/managing business rules is a whole separate posting I should make, besides this one about read-only. :)

But yes, "Multi-department" or granular permissions to enable sub-admins in a large instance is a very high priority VOC for our company's use of Zendesk. To be able to give out granular permissions for someone to "admin" only a sub-section of an instance's setup (a certain set of business rules like their autoresponder text, user-management for a certain set of groups, adding new values to a custom field, etc.) would help spread the admin workload and allow departments to have more understanding and control over their Zendesk workflows/configurations. All while safely making changes, knowing they won't accidentally mess up another department's workflow setups /agents, or change an instance-wide setting that impacts everyone.

Sort of like "contextual workspaces", picking and choosing different pieces to create the right permissions for a new sub-admin custom role for that specific department.

Maybe via our account manager, you can connect with my team and we can go over more specific / high impact use cases and help be champions for your initiative.

View comment · Posted Oct 27, 2021 · A.J. Bouchard

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A.J. Bouchard commented,

Community comment Q&A - Tickets and email

I agree! Business needs will often change over time. Here's one use case I've had to deal with: A set of forms is initially setup one way, and there's an optional field being shared across all of the forms. But then a business decision is made months later and we need to change the field to be required for submit but only on a specific form. In order to do that, we need to create a new ticket field for that form. The impact of changing a field can be felt in reporting and in integrations. The new ticket field has a new ID so integrations may break where field IDs are mapped. And reporting now has to account for multiple fields for one metric.

Keeping the "required to submit" setting on the field makes sense, but then adding an optional setting at the form-level to overwrite the field setting would be handy.

View comment · Posted Oct 14, 2021 · A.J. Bouchard

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A.J. Bouchard created a post,

Post Feedback - Admin Center

Feature Request Summary

Add a read-only permission to the custom role options for the business rules pages and Rule Analysis page/tool. They can read and dig into the rules for their analysis, but cannot create or edit rules.

 

Use Case

The Rule Analysis page is a useful tool for efficiently reviewing and analyzing the configurations, seeing all of the email addresses, groups, tags, etc. and how they all tie together with business rules and views. We have non-admin business analysts who would benefit from having read-only access for this page, as well as the business rules pages (triggers, automations, SLAs) for searching, so that they can carry out analyses and audits, for specific projects and ongoing improvements to the configurations. They can then easily work with the admins to reference particular setups and collaborate with them to carry out change requests.

 

Product limitation or missing feature

Currently the only way for someone to access and use the business rules pages and Rule Analysis page is either:

1. Have the admin role

2. Have a custom role with the "Manage Business Rules" permissions.

 

Business impact of limitation or missing feature

Giving someone "Manage Business Rules" permissions is too much power; being able to create, edit and delete business rules. There is risk that they will make changes that will break something unintentionally. Even with user training, human error can occur. One of our instances have over 40 separate departments; handing out these powerful permissions to even just one person per department opens up serious risk to our business.

If we don't give them "Manage Business Rules", then the small list of people who do have the admin role are a bottleneck to sourcing the information. Either copy-pasting, or exporting info. But the resulting format of the information is not good and the person reviewing the information misses out on the handy features built into the Rule Analysis page.

 

Other necessary information or resources

Analyzing your business rules
Creating custom agent roles

 

If you support the feedback in this article, please upvote and comment below.

Posted Oct 09, 2021 · A.J. Bouchard

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A.J. Bouchard commented,

Community comment Feedback - Ticketing system (Support)

"Searching groups
Searching for groups seems to return exact matches only. Again, I have over 400 groups. Remembering the exact name for all of them is a chore. 
We have prefixed a lot of them per brand which helps a little, but this does not scale."

Agreed! We have so so many pages of groups and I often need to search by a keyword, and not have the exact title available.

View comment · Posted Oct 07, 2021 · A.J. Bouchard

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A.J. Bouchard commented,

CommentSetting Guide roles and permissions

I just created this Guide Product Feedback Post:

Separate out the privileges for Help Center Set Up and Customization from the Manage Guide permissions

Please go up-vote the post if this applies to you!

View comment · Posted Aug 17, 2021 · A.J. Bouchard

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A.J. Bouchard created a post,

Post Feedback - Help Center (Guide)

Feature Request Summary

Separate out the privileges for Help Center Set Up and Customization from the Manage Guide permissions.

 

Use Case

Many agents need to be given Manage Guide permissions so they can manage the KB and Community. But we don’t want to give them the “Help Center Set Up” permissions that currently come with Manage Guide.

 

Product limitation or missing feature

Separate granular permissions that can be added to a custom role to separate out the privileges to Customizing the help center design, editing user permissions, and changing help center settings. Bonus if this can be done per Guide Brand.

 

Business impact of limitation or missing feature

Giving too many people privileges like Customize (themes, editing code, etc.) and help center settings (including the “Delete Help Center” button) with the current Manage Guide permission is very risky to the help center’s security/stability. This missing feature keeps us from considering Guide for potential future help centers for our company.

 

Other necessary information or resources

Existing permissions article: Understanding Guide role and privileges

Other Community posts related to granular permissions for Guide:

Posted Aug 17, 2021 · A.J. Bouchard

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A.J. Bouchard created a post,

Post Feedback - Help Center (Guide)

Feature Request Summary:

Enable hyperlink rendering for Ticket form submissions.

Description/Use Cases:

When a user submits a form, any URL's in the Description field should be hyperlinked in the ticket. Agents working the ticket can then have the ability to click the hyperlinked URL, rather than having to select, copy, open a new tab, paste, and run in order to open the URL link.

Business impact of limitation or missing feature:

Since opening hyperlinks in tickets submitted from forms is a regular part of our teams' workflows, the reduced number of clicks per age per ticket adds up to a good efficiency win.

Other necessary information or resources:

Our old Zendesk support ticket about this topic: https://support.zendesk.com/hc/en-us/requests/6463089

Posted Aug 13, 2021 · A.J. Bouchard

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