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Carl Joseph

Joined Oct 16, 2021

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Last activity Feb 17, 2025

Zendesk Product Manager

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ACTIVITY OVERVIEW

Latest activity by Carl Joseph

Carl Joseph commented,

Community commentZendesk EAP - Sandbox Configuration Management

Hi Elina. Thank you so much for taking the time to provide this feedback. It's incredibly helpful. Apologies for the slow reply from me.

 

Configuration overview / inspect

Ticket sharing isn't firmly on our roadmap yet, but it is something we do want to add.  It will likely happen after we GA when we begin our program to expand coverage. Eventually we hope to cover most of Zendesk's functionality where possible. 

 

I do like the idea of highlighting items with broken links. Given that the data is already there in the JSON panel, it shouldn't be too hard to highlight this somehow. I'll pass this onto the team and see what we can come up with.

 

Search functionality

We're pleased to hear that you find this a useful way to navigate through Zendesk. We're already working on designs to provide links back to Admin Center where they make sense. 

 

App support and in-app configuration

3rd party apps are a tricky one as their configs aren't always consistent. I do hope to look at some of the larger and more popular apps after GA. I'll chat with the team and see what might be possible here.

 

Thanks again for the thoughtful feedback!

 

Cheers,

Carl

 

View comment · Posted Feb 17, 2025 · Carl Joseph

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Carl Joseph commented,

Community comment Feedback - Chat and Messaging (Chat)
Hey Allie, thank you for taking the time to provide us with this feedback! 
 
This is a great feature request and I have added it to the backlog for future consideration. This means that we will think about adding it as a priority later in our planning cycle. 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. 
 
Thank you again for your feedback and for being a valuable customer with Zendesk.

View comment · Posted Jan 29, 2025 · Carl Joseph

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Carl Joseph commented,

Community commentZendesk EAP - Sandbox Configuration Management

Q: Can an admin save a snapshot, and then edit it and save it again as an update to that snapshot? 

 

If an admin changes some config in an environment, they can create a new snapshot/version to capture that change. You can't actually edit a saved version so no need for an updated timestamp I'd say.

View comment · Posted Jan 28, 2025 · Carl Joseph

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Carl Joseph commented,

Community comment Feedback - Chat and Messaging (Chat)

Hey everyone, thank you for taking the time to provide us with this feedback! 

 

This is a great feature request and I have added it to the backlog for future consideration. This means that we will think about adding it as a priority later in our planning cycle. 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. 

 

Thank you again for your feedback and for being a valuable customer with Zendesk.

View comment · Posted Jan 27, 2025 · Carl Joseph

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Carl Joseph commented,

Community commentZendesk EAP - Sandbox Configuration Management

This is super helpful. Thank you. 

 

This is what we're working on with regards to showing what versions/snapshots have been made. I'll chat with the team about including the user who made the snapshot too and see what we can do around that.

 

View comment · Posted Jan 23, 2025 · Carl Joseph

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Carl Joseph commented,

Community commentZendesk EAP - Sandbox Configuration Management

mfg This is super helpful. Thank you for taking the time to describe it so clearly. I agree that `id` would be quite useful, especially if you want to export things and work with it outside of Zendesk.  

 

I've taken note of this internally and will see what we can include in our roadmap.

View comment · Posted Jan 23, 2025 · Carl Joseph

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Carl Joseph commented,

Community commentZendesk EAP - Sandbox Configuration Management

عطا يوسف if you want to join the EAP, you can sign up here
 

View comment · Posted Jan 23, 2025 · Carl Joseph

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Carl Joseph commented,

Community commentZendesk EAP - Sandbox Configuration Management

Thanks Amie Brennan for the feedback. This is really helpful.

 

A list of the history of the environment will come in a few weeks with release 2. It will only show the explicitly saved “snapshots” so not all changes in an environment, but hopefully this goes some way to helping to see how things have progressed over time.

 

Export has come up a number of times and I've logged it internally as something for us to consider. Do you think you would also want to be able to import an exported configuration and have that “deployed” to an environment? 

 

Good point about the first message. I'll ask the team what we can do to make that clearer for customers.

View comment · Posted Jan 23, 2025 · Carl Joseph

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Carl Joseph commented,

Community commentZendesk EAP - Sandbox Configuration Management

JB Thanks for your feedback.

 

The initial load really shouldn't take that long. If you wanted to email me your subdomain, I'd be happy to get someone to look into it. Glad you found the search feature helpful. 

 

Consistent naming is definitely something we want to work on, so I've taken note of that. 

 

With the active/inactive attributes, can you give me an example of what you mean? Are you looking at the list of say triggers, and they only show the active triggers? Or are you referring to something else here? 

View comment · Posted Jan 23, 2025 · Carl Joseph

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Carl Joseph commented,

Community commentZendesk EAP - Sandbox Configuration Management

Lucas Macedo (Salto) thanks for your post.

 

Exporting configs is an interesting idea. We hadn't considered doing this so you could make updates to the config offline. Not sure what edge-cases that might raise but it's something I'll pass onto the team. 

 

Later versions of this product will allow you to deploy between environments so that should go a long way to helping customers keep their environments in sync.

View comment · Posted Jan 23, 2025 · Carl Joseph

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