Feature Request Summary:
We are needing more visibility into what changes Zendesk makes on a daily basis (code changes, etc).
There have been a few instances where Zendesk has made updates to code that directly impacted instances and resulted in core features not working. It was stated that not all updates are included in Release Notes so there is no way for us to make the connection that a code change was made or to keep an extra eye out for anything that may break around this time.
The reason I was given was because they do so many that don't seem to have any expected impact that a notification would not prove useful. I would like to provide a counterpoint that we should decide for ourselves what will prove useful. Perhaps a way to subscribe to exact changes that they are adjusting
ie. if they are adjusting placeholders and we use them, I should be notified
Business impact of limitation or missing feature:
If the update results in a feature breaking this results in escalations, extended periods of time where the issue is not noticed, or worse, it is never noticed which results in wasted time figuring out what happened, when, where, why and how to fix it. Here are a few examples of code updates that impacted us:
- We were utilizing a placeholder that had a bug (unaware) and ZD fixed the bug which broke the placeholder. This resulted in blank messages being sent to requesters
- Side Conversation Child tickets recieved an update (it appears an change was made to how they process updates for these types of trigger events that resulted in the system user responsible for handling the event (ie the 'current user') not being recognized as an agent) which prevented a trigger from firing that would reopen the Child ticket every time a parent ticket updated it. This resulted in teams not getting notified of follow ups
- We were getting blank responses in tickets where you could only view the response within "View Original Email" option. A code fix was to be implemented April 18th according to our CX team however it was not published in Release Notes so we would not have been aware it was fixed if they didn't directly tell us.
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