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Vishal Jethani

Joined Nov 12, 2024

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Last activity Jan 07, 2025

Zendesk Product Manager

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ACTIVITY OVERVIEW

Latest activity by Vishal Jethani

Vishal Jethani commented,

Community comment Feedback - Ticketing system (Support)
Thank you for your enhancement request! The idea of allowing users to move the tag field to the bottom of the list or to minimize, shrink, or collapse it is a valuable suggestion. I’ve added it to our backlog for future consideration, which means we will evaluate its priority during our upcoming planning cycle.
 
We are going to leave this post open for comments 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 07, 2025 · Vishal Jethani

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Vishal Jethani commented,

Community comment Feedback - Ticketing system (Support)
Hey Khara, thank you for taking the time to provide us with this feedback! 
 
This is a great feature request and we have added it to the backlog for future consideration. 
This means that we will think about adding it as a priority to our planning cycle for 2025. 
 
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 or timeline we receive in the community. 
 
Thank you again for your feedback and for being a valuable customer with Zendesk.

View comment · Posted Jan 06, 2025 · Vishal Jethani

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Vishal Jethani commented,

Community comment Feedback - Apps and integrations (Platform)

Hey folks,

The enhancement to enable access to the Out Of Office app and allow non-admin agents to override the Agent OOO status is scheduled for next year. We will keep this thread updated with more concrete timelines.

View comment · Edited Dec 18, 2024 · Vishal Jethani

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Vishal Jethani created an article,

ArticleAnnouncements
Announced on Rollout starts Rollout ends
November 11, 2024 November 11, 2024 November 25, 2024

Zendesk is excited to announce the addition of roles as a condition for applying contextual workspaces, allowing admins to define workspaces based on any of the standard or custom roles they have in their account. 

This announcement includes the following topics:

What is changing?

Until now, contextual workspaces primarily supported configuration based on specific ticket fields. We are excited to announce that you can now define conditions based on standard roles (such as agent, admin, or light agent) and custom roles (such as advisor or guided mode agent) that are based on custom-defined permissions

Standard (system) role condition

Custom role condition

See Setting workspace conditions for more information. 

With the addition of roles as a condition, admins can also use existing contextual workspace settings to select layouts, choose which forms to display upfront, organize the order of apps, prioritize macros, and more, ensuring a customized experience for your agents.

Why is Zendesk making this change?

Zendesk recognizes the significance of granular control in role management and understands that the Role field is essential for many customers when configuring their workspaces. The introduction of the Role field will greatly enhance the ability to configure both standard and custom roles, providing increased flexibility and ultimately improving ticket resolution efficiency.

What do I need to do? 

No action is required; this change is being rolled out to all accounts eligible for contextual workspaces, and you can continue using Zendesk as you have up until now. You must have an Enterprise account or higher to use contextual workspaces. 

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 Nov 12, 2024 · Vishal Jethani

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