Feature Request: Public Zendesk Product Roadmap
I would like to request that Zendesk implement a public Product Roadmap. It does not have to contain specific dates but could be as simple as stating if a feature request is planned, a guesstimated year of implementation, and maybe the priority.
To plan for the future, the community needs to know what is planned on Zendesk's side of things.
My current use of Zendesk is based on many "workarounds" for features that have been requested from Zendesk. In many cases, the requests are responded to with a boilerplate response that does not provide any information. Not only is frustrating but it leaves your current customers in a situation where they do not know if a needed /very important feature is coming or not. Many of the workarounds suggested are not meant for long term use, sustainability, or growth.
If the goal of most Organizations is to grow, this really affects the ability for Organizations to plan for the future.
We at SoFi also would like to see this. We are dependent on our CS POC to let us know when something is coming that isn't within the Release Notes.
The best place to see our upcoming changes is on our current and upcoming Betas page. This will house everything we can reasonably discuss publicly. I also recommend following our What's New section to see all releases and updates.
Agree! There are many feature requests I've seen that Zendesk comments on saying it's "planned" or "on our roadmap", but some of those have said that for years and still are not implemented (and we don't really have any way to know if they ever really will be). A feature like this would be really beneficial for our team (and I'm sure others!).
We also work in software, so certainly are sensitive to and understand Zendesk not wanting to over-commit or set specific dates. But too much generality tends to create equal amounts of end-user frustration as over-commitment and under-delivering.
Good software management should allow for honest responses to feature requests (literally... tell us 'no', we'd rather know and adjust) and reasonable estimated release dates for anything truly 'Planned'. Passive half-commitments and lack of time-frames on these feels disrespectful to us as customers. A predicted quarter (or really even a year.... we're desperate here!) is something to look forward to and allows us to plan and figure out alternate solutions while we wait.
My End Users are asking that when a ticket is being placed in Zendesk from anyone in their group, they want to automatically be "cc" to the ticket. at this present time, I can only automatically have Staff Members be cc onto a ticket. Can we do it for End Users?
Love the productboard roadmap for Guide
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