David Rocha

We struggled with the Omnichannel Routing Activation in one of our Zendesk instances because the current layout isn't very straightforward, regarding this topic. This issue affects our admins who are responsible for setting up and managing the routing configurations.

The current layout gives the impression that either option can activate omnichannel routing, but it actually requires adding the auto_routing tag under the "Group based routing" box first. Improving this layout would make the admin experience more straightforward and easier to understand, specially in the first set up.

This issue occurred recently when we were setting up omnichannel routing. We were under the impression that we could choose either option to activate it, but it didn't work until we added the auto_routing tag. This confusion can lead to delays in setup and inefficiencies in managing our support operations.

We had to refer to additional support and documentation to understand the correct setup process.

We suggest improving the layout to clearly indicate the steps required to enable omnichannel routing, making it more intuitive and user-friendly for admins.

I would like to have a track record for Messaging triggers in Zendesk Admin Center. This feature is currently affecting us admins as we cannot see who created or updated triggers, which impacts transparency and auditability.

This would solve the problem of not being able to track changes made to Messaging triggers, ensuring setup transparency and alignment. It would help in auditing and understanding who made specific changes and when.

This issue arises regularly as we need to update our Messaging triggers to maintain optimal performance. The lack of this functionality makes it difficult to audit changes and align our setup, leading to potential misconfigurations and inefficiencies. 

There is no effective workaround to track these changes within Zendesk Admin Center.

The ideal solution would be to have a detailed log in Zendesk Admin Center that records the creation and updates of Messaging triggers, including the date, time, and user who made the changes.