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Jennifer Yim
Joined Jul 14, 2022
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Last activity Feb 20, 2025
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Latest activity by Jennifer Yim
Jennifer Yim created an article,
Announced on | EAP starts |
January 23, 2025 | January 8, 2025 |
Zendesk is pleased to announce an early access program (EAP) for a new and powerful way to build apps with Zendesk. For a quick preview, watch the product demo.
This announcement includes the following topics:
What is changing?
Zendesk has developed a no-code app builder, powered by generative AI. This innovative feature will empower admins like you to create custom apps without the need for developer resources, making it faster and more cost-effective than ever to tailor your Zendesk experience to your unique business needs. Through the App Builder, you can:
- Conversational UI: Lets you to describe your desired app using natural language.
- Example prompts: A small collection of prompts to help you get started.
- Iterative app development: Continuously refine and build applications using LLM, allowing you to adjust the app according to your specific requirements.
- Version control: Save different versions of the created app, enabling easy navigation between various iterations.
- Real-time visual preview: Preview the app visually in real-time as you build.
- Data integration: Create apps that utilize data from Zendesk, your company's internal system, and third-party platforms such as Shopify, Jira, and others.
- Code accessibility: View the generated code for the app, which can be reviewed by more technically skilled admins or developers.
- Testing environment: Test the app within your Zendesk Lotus environment prior to installation to ensure proper functionality.
- Publishing and deployment: Publish and deploy the app to install it within your Zendesk account, including an app permission flow.
- Error resolution: Utilize LLM for error fixing if you encounter any unexpected issues.
- Feedback submission: Use the feedback form to report bugs, request features, or share general comments.
Why is Zendesk making this change?
This feature streamlines the app development process, making it faster and more cost-effective for businesses to tailor their Zendesk experience.
What do I need to do?
We are actively working to open the EAP to a larger audience in the coming months. If you would like to try out App Builder, we encourage you to join the waitlist. Note that access to App Builder currently requires the Advanced AI SKU.
What are product limitations at this time?
- While there is no limit on the number of apps you can create for the Closed EAP, you can only build one app at a time with App Builder. If you want to create another app, simply click the Trash icon on the upper right to reset the conversation and start again. However, future limits may be enforced for GA, at Zendesk's discretion.
- Real-time updates of seeing the app response as the AI is thinking [streaming] won't be supported in the EAP. App Builder can sometimes take 30-45 seconds to respond, depending on the complexity of prompts provided. So we ask for your kind patience while waiting for the full response.
- Not all the functionalities shown in the product demo may be available during the EAP.
Edited Jan 23, 2025 · Jennifer Yim
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Jennifer Yim created an article,
Announced on | Rollout starts |
July 16, 2022 | July 1, 2024 |
Zendesk is excited to announce the migration of top bar apps in Support from Ember to React.
This announcement includes the following topics:
What is changing?
Top bar apps in support are now built in React instead of Ember.
Support apps are tools that you can install from the marketplace or build yourself to extend Zendesk's capabilities to meet unique customer experience use cases. Since a single system cannot accommodate all needs, Support apps offer a powerful way to incorporate new use cases and create connected customer experiences.
For more information on Support top bar apps, see Top bar apps in our developer documentation.
Visual changes include:
- The removal of the grayscale border surrounding each top bar app, replaced with a gray fill for a simpler, more consistent style.
- The arrow pointing to the selected top bar app is now positioned at the end of the app container, preventing the container from extending beyond the right side of the app icon.
- A close button has been added to the tooltip modal that appears when a top bar app is selected. This addition enhances accessibility, making the top bar app modal usable for all users, particularly those who rely on keyboard navigation, and aligns with Zendesk’s current target of 2.1 AA accessibility standards. The close button will be available starting July 25, 2024.
Why is Zendesk making this change?
As part of Zendesk's broader React Migration Initiative (RMI) to transition the Support frontend to React for enhanced product reliability, improved developer productivity, and easier automated testing, Top bar apps in support have now been migrated from Ember to React. This migration aligns with our goal of achieving One Zendesk, standardizing our approach to building features - whether in terms of database storage, API methodology, or in this case, our Javascript framework.
Currently, half of Zendesk uses Ember, while the other half uses React. React offers numerous advantages:
- Developers are more productive and can address issues and develop new features more quickly because we primarily hire React developers, and the language is inherently more composable.
- Migrating entirely to React enhances reliability and stability because:
- Communication between Ember and React is more error-prone.
- It allows us to write automated tests much more efficiently.
What do I need to do?
There should only be a small frontend change with no functional impact on how your apps and apps support APIs work. The top bar app UI in both the app session and the system icon session has been slightly modernized and made more accessible with the latest Garden components. Functionally, everything should remain the same.
If you notice any differences in how apps or the rest of the agent experience functions in your account, please let us know.
There’s no action required from you. This update is automatically rolled out and available to all accounts.
For more information on design recommendations and achieving a consistent look and feel, please see our Top bar apps (Support) guide in the Zendesk developer documentation.
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 25, 2024 · Jennifer Yim
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Jennifer Yim commented,
Taylor Brown Could you please kindly provide the specific details of your colleague's OS / browser / screen reader so that we can accurately capture this valuable feedback and have the team further investigate using these information?
Thanks so much in advance!
Jenn Yim
Product Manager of Zendesk Product Accessibility
View comment · Posted Oct 10, 2023 · Jennifer Yim
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Jennifer Yim commented,
Hi Shona and Sierra,
Thanks for raising such great feedback to help improve Zendesk's existing Customer Context Panel. This makes me smile as it's another strong validation for what we have planned to build in 2023!
I definitely understand this pain point you're experiencing with the Context Panel of the customer profile page. In fact, many customers have raised this painful experience of no longer being able to easily see custom user fields right from where the 'Key details' panel is.
To introduce myself, hello I'm Jennifer who leads the new upcoming Component Builder product that will allow admins to have full flexibility to control and customize which are the most important data fields (regardless of standard of custom fields) for a specific object (Customer in this case) to display the most useful, valuable information for their agents. The data need isn't one size fits all and needs to be customizable for especially larger Enterprise customers with dynamic business workflows and end user relationships, so I'm excited to say that this problem space has been 100% validated and we're planning to build the future product called "Component Builder" to allow admins to customize any contents and interactions to be displayed for any object including Customer in the way they see best fit. We cannot provide the exact timeframe of when this build will be complete, but we have it planned on the roadmap to build in 2023!
Thanks so much for your patience and partnership with Zendesk as we absolutely understand your pain around not being able to pick and choose contents to display that serves your agents well! We will certainly keep you posted as something amazing is on its way to help remediate this pain point!
View comment · Posted Nov 29, 2022 · Jennifer Yim
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Jennifer Yim commented,
Hi Mistyamber,
Thanks so much for your detailed feedback around this pain point you're experience with this new customer profile page. In fact, many customers have raised this painful experience of no longer being able to easily see custom user fields right from where the 'Key details' panel is.
To introduce myself, hello I'm Jennifer who is driving the Record Customization product that will allow customers to have full flexibility to customize which data contents (regardless of standard of custom fields) to display on different parts of the screen, starting with the left 'Key details' panel. The vision and the problem space is very clear after validating with some of our customers, so my team will be conducting further research and determining how to build the future phase of this product to allow any fields to be displayed for any objects including User in the way you and your agents see fit! We cannot provide the exact timeframe of when this build will be complete, but please be assured that we absolutely understand your pain and agent inefficiency and that we have it as the next item to build on our roadmap.
+ @... who is the Product Manager for the User and Organization profile pages.
Thanks so much for your patience and partnership with Zendesk! We will certainly keep you posted as something amazing is on its way to help remediate this pain point!
View comment · Posted Oct 17, 2022 · Jennifer Yim
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Jennifer Yim commented,
Hi Heather Rommel,
Thanks so much for your thorough feedback! I noticed Dan invited you to the 8/25 session so looking forward to e-meeting you then! As my team focuses on the data side of page UX configurations around the availability and the order of data like fields, text, label, I will take away the feedback on configuring column fields, seeing user profile fields of the Requestor, and configuring "hover text" for a field. I will raise awareness of the rest to the other team in charge of the UI side of configurations around the availability (hide/show) and the placement of UI components.
Re: easily linking and showing linked tickets (tickets <-> tickets), the ability to link relationships between two objects was 100% GA released on July 27th and should be available. Please let me know if you're still unable to add a custom field with the "Lookup relationship" type and see it on a ticket for you to link to another ticket.
A couple of clarification questions for you:
- By Search results, do you mean the ability to configure columns in the tickets list page when you navigate to Ticket Views in Support?
- Can you explain what you mean by "move the Tags field around"? Possibly a scenario example would help?
View comment · Edited Aug 05, 2022 · Jennifer Yim
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Jennifer Yim created a post,
Hello Zendesk Community! 👋 If you've previously used or currently use the Sunshine Data Manager (EAP completed and paused now), let's talk! We're in the process of developing the exciting future of Custom Objects and we'd love for you to give us some feedback on what did and did not work well.
As a friendly refresher, the Sunshine Custom Objects app allows agents to see custom object records related to the ticket requester. The Custom Objects app brings records into the context of a ticket and/or requester in Support product, reducing an agent's need to navigate multiple interfaces to get a complete picture of a requester's relationship to your business. In order to populate the data needed for the app, you'll need to create custom objects, records, and relationships to users, orgs, tickets, and more, through the Sunshine API, or in Admin Center. The benefits include reduced solve time and higher CSAT scores.
Our questions for you
-
What has been your experience with the app so far?
-
Is there anything we can improve or add to better support admin and/or agent needs?
- How often do you or your team use the app?
- If you're a previous user and not actively using the app today, why did you stop? Which of your needs weren't met by the app?
Please add your thoughts and comments below. If there are certain capabilities that you're missing from the Sunshine Data Manager today and would like to have added, let us know that too. We are working through the development and we know there will be more iterations to be made in the future. We will collect your comments as research for future releases. The plan is to incorporate your feedback on customization into our roadmap for next year 2023.
We are also interested in having a Zoom conversation to dig deeper with a few customers. If you’re interested in participating in our research that way, please please indicate that in your comment as well and we’ll follow up via email.
Thank you!
Related articles and announcements
Posted Jul 14, 2022 · Jennifer Yim
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Jennifer Yim created a post,
Hello Zendesk Community! 👋 If you've previously used or currently use the Sunshine Custom Objects app (EAP released back in 2019 and paused now), let's talk! We're in the process of developing the exciting future of Custom Objects and we'd love for you to give us some feedback on what did and did not work well.
As a friendly refresher, the Sunshine Custom Objects app allows agents to see custom object records related to the ticket requester. The Custom Objects app brings records into the context of a ticket and/or requester in Support product, reducing an agent's need to navigate multiple interfaces to get a complete picture of a requester's relationship to your business. In order to populate the data needed for the app, you'll need to create custom objects, records, and relationships to users, orgs, tickets, and more, through the Sunshine API, or in Admin Center. The benefits include reduced solve time and higher CSAT scores.
Our questions for you
-
What has been your experience with the app so far?
-
Is there anything we can improve or add?
- How often do you or your team use the app?
- If you're a previous user and not actively using the app today, why did you stop? Which of your needs weren't met by the app?
Please add your thoughts and comments below. If there are certain capabilities that you're missing from the Custom Objects app today and would like to have added, let us know that too. We are working through the development and we know there will be more iterations to be made in the future. We will collect your comments as research for future releases. The plan is to incorporate your feedback on customization into our roadmap for next year 2023.
We are also interested in having a Zoom conversation to dig deeper with a few customers. If you’re interested in participating in our research that way, please please indicate that in your comment as well and we’ll follow up via email.
Thank you!
Related articles and announcements
Posted Jul 14, 2022 · Jennifer Yim
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Jennifer Yim created a post,
Hi Zendesk Community! 👋
We have plans to bring flexibility to you all by incorporating customizations to the data users see on pages in Zendesk products. You know your business the most and deserve the power to pick the view that supports your users' business needs and preferences! We believe customizations will allow you to control the experience your users have and model your business in Zendesk around the way you prefer things to get done. For example, these can be things like specifying the view for how fields, hover record details, record lists, related lists, quick actions, buttons, or links display in record pages in Agent Experience. Imagine the grand possibility of giving your users the best experience by setting up the data and the user interface to meet their needs!
What we've heard from you so far
- I want control and flexibility to be able to configure the data how I want for my team.
- The general desire for admins to be able to customize the data views.
- We want to build really robust experiences for our agents. The ability to do more customizations in the Admin Center will help my team do their job efficiently.
- I can't really model my business in Zendesk if I can't customize my data views that my team uses everyday.
What we’re doing
There isn't currently a way to easily customize records to drive what data gets displayed in pages. We've heard from you that this is frustrating experience, so we plan to add the customization feature to allow you to pick the data views that best support your users.
What questions we have for you
- What capabilities for customizing data on a page would help speed up your team's workflow? How would they use them?
- How often do you encounter the need to customize the data users see on pages?
- What challenges do your users face today when interacting with the object and record data and understanding them? Any roadblocks to your team getting things done?
- How big is your team of users (how many unique roles, how many team members per role, how many groups)?
- If any, what are the major differences in the data needs, actions, or workflows that your team members take to do their job? Do they consistently differ by role?
- Any permissions you need to control which customizations are enabled for which roles? Any roles you want to allow updating the customizations previously defined?
How you can help us
Please add your thoughts and comments below. We are in the initial development and we know there will be more iterations to be made in the future. We will collect your comments as research for future releases. The plan is to incorporate your feedback on customization into our roadmap for next year 2023.
We are also interested in having a Zoom conversation to dig deeper with a few customers. If you’re interested in participating in our research that way, please please indicate that in your comment as well and we’ll follow up via email.
Thank you!
Posted Jul 14, 2022 · Jennifer Yim
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