Zendesk Visibility (Release Notes, updates, etc)

7 Commentaires

  • Shayan Moussawi

    I second this 100%.

    Zendesk is pushing changes to production without adequately informing their users about it or testing them beforehand.

    There is a reason why EAPs and Betas exist so I don't see why they handle it this way.

    Other recent changes that had direct impact on the agent experience / caused bugs were:

    1. In the customer context panel, when opening the Organization,a  page reload is now forced
    2. In the customer context panel, the timezone is now included and spans two rows


    The worst part about this is, that some admins might not even notice the bugs/changes in time causing deficiencies. 

    Zendesks USP is their easy useability and intuitive design - so I really struggle to understand why they do not keep a focus on exactly that. 

  • Matt Davis

    One specific issue is when changes are announced far in advance (i.e. Slack Legacy integration deprecation, or Pagination updates), no further announcements are made when the rollout occurs or is delayed.  Even if the change was announced ahead of time, it should be mentioned in the Release Notes at the time the change occurs. If the change is delayed, that should be noted through a post or in the release notes. 

  • Dan Cooper
    Community Moderator

    This has happened several times over the last few months for us as well.  I've chased some really weird bugs that resulted in an internal rollback from Zendesk.  I've also stumbled on some nice API endpoints that would have been great to hear about. 

    Some examples that come to mind:

    • Cloudflare updates started blocking comment creation if certain code strings were included. 
    • Comments just stopped loading unless you were on the events view
    • The hyperlink popover no longer displays when clicking a link in side conversations
    • The cc_emails_id attribute on the tickets API endpoint stopped being populated
    • New API endpoints have been introduced (we'd love to know about these as some address pain points we are working around in more complex ways)
  • Nicole Saunders
    Zendesk Community Manager

    Hey all, thanks so much for the feedback here - this is really helpful and constructive. The team that works with our customer impacting change communications is interested in setting up a call to discuss your thoughts in more depth; we're going to find a time in a couple of weeks to bring you together for that.

    I'll update here once we've sorted that out. If others have feedback or would like to participate in that conversation, please post your thoughts here and we'll get you in the loop as well. 

  • Matt Davis

    We've just heard from a Zendesk team member that it's policy to not announce changes in advance unless it meets some arbitrary threshold. I would really suggest that this policy should be re-evaluated - for example with this new Draft feature, we can see that all the relevant Guide articles were drafted in mid-to-late April based on their authorship dates, but were not published, and no announcement was made until the day of the rollout.

  • Nicole Saunders
    Zendesk Community Manager

    Hi everyone - 

    Thanks for sharing your feedback on this topic! It's really helpful to hear from you, and some internal teams are working on how we can make our communications around release notes, updates, etc. more useful for you. 

    We've planned a live listening session and conversation on this topic on October 27. Please RSVP below if you'd like to join us to share your thoughts, ask questions, and provide feedback to the team that works with this area of our customer communications: 


  • Sydney Neubauer
    Zendesk Luminary

    As this does have eyes of PMs, I want to add another visibility suggestion which is adding a scale to feedback posts. Rather than the current thumbs up or thumbs down option of a post, if we could rate how much the post would impact us.


    For example, I use triggers every single day and have the same pain point that I need fixed vrs the chat dashboard that I go maybe once a week. But when I go there once a week, it is a pain point. If I had to pick, I would opt for the triggers to be updated as that is something I interact with daily rather than weekly.


    Having an option for a scale would give ZD and others exactly how many folks are impacted by this on a daily basis rather than a weekly one or rarely. While it is still a pain point, it may not be that heavy of a pain point for everyone.


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