Chris Bulin

Glad to hear it Sudeshna Basu

Thank you!

Same as Dan, we had this before Admin Center as well. What I am finding is that some pages (most noticeable with triggers) it takes significantly longer to load. 

I would really like it if, when I click on a link from events, the Admin Center opens in a new tab. Right now, it opens in the same tab and there's no way to get back to the ticket you were viewing. Doh!

In-situ audit logs.

I'm trying to come up for a good definition for this but it's around displaying the record of audit events as you're viewing the object itself. If I'm looking at an Org; show me all the CRUDs that have happened to that Org. I'd like to have more discussions around this because some interesting thoughts pop up with this kind of feature, mostly I'm curious if the audit log itself as it is today would have any value in this kind of future state. 

This does exist in some places and I am always grateful for that. For instance, the "revision history" link on triggers. These are extremely helpful to my team.

Fantastic :D Thank you Sudeshna Basu!

Would it be possible to get some consistency for deactivated things? In the trigger space I get a tab for active and deactivated, but in Webhooks they are all in the same list.

Hi Kristen DiRocco It sounds like you are running into this issue where anti-virus software is checking the links. There's a solution in this article: https://support.zendesk.com/hc/en-us/articles/4408831380122-Why-am-I-receiving-unexpected-bad-satisfaction-ratings- 

Thank you for asking for feedback on this!

What was your first impression?

• I appreciate how roomy this feels compared to Admin in Support, but I really hate having it open in a new tab. It can get a little hairy if I have Admin Center in Prod & Test open at the same time because the tabs are named exactly the same and the Test version doesn't carry the unique color scheme of our test instance. In addition, it makes it more difficult to switch between views (like if I want to update a View or Trigger and then see what it looks like in action). I'm also just averse to having a lot of tabs open. I hateses it.

What did you try to find using Search?

• I basically only use Search. The things I go to most often are the Sandbox, Roles, and Audit Log.

What did you think of the Recents feature?

• I didn't even realize it was there until I saw this question. Like I said, I always use Search so everything above that feels like a non-entity.

How well did the settings work?

• I didn't notice really any difference in performance between the old and new versions. Everything worked as I expected.

Where did you need help?

• I haven't needed help yet with the exception of the way specific features work (like Audit Log) and I've added feedback for those to their specific threads.

Hi Scott! Thank you for requesting feedback.

What works well today with the SLA feature?

• We rely on the SLA feature heavily in our support queues. We really like being able to arrange the view by the First Reply SLA for that group. It also works really well for processes that have Resolution SLAs and allow us to understand how often we are hitting the target there. The team really likes the heatmaps I'm able to create in Explore using our SLAs.
• From an organizational perspective, we can tie SLA pretty neatly with satisfaction. This allows us to establish value for the reply times that we set and help us convince other departments of the need for more scrutiny of their own reply times.

What limitations do you hit while using it?

• One of the main ones are tickets that have already met the SLA and fall to the back of the inbox. We have tried multiple ways of fixing this (using next reply SLAs, grouping by status because those come in as Open). I would like to be able to give some weighting to tickets that meet the SLA but should be concurrent in the view. These primarily come from one of two things, an agent is out of office and one of their tickets receives a reply or we have a ticket transferred from a team that is using our CRM, in which case the first reply was by the other team, and we're being asked to follow-up.
• Another thing that we have run into is that we use the Zendesk app SLA Event Tracker. I would love to see that just incorporated into the interface in some way so folks can accurately see when a multi-SLA ticket is near breach on the non-focal SLA. Having a history of the SLA timer would also be useful.
• We see a lot of confusion around what resolves a First Reply SLA with folks new to Zendesk. The first confusion is around private comments and SLA as Monica noted above. The second confusion is when we send out a proactive message and the user replies 3 weeks later, our first reply time gets tanked. We have created a workaround on this by tagging all of our proactive messages and then excluding them from First Reply SLAs, but it would be really nice if those tickets would count First Reply as the time between the user's response and ours, rather than from our originating message and our response. If we could reduce user confusion and get a more accurate SLA in these cases, it would be a win-win.

Hi Chika! Thank you for being part of Community Day today.

How would you use this feature to help your current security problem today

• This is fantastic and I would love to see it in Zendesk. We've had folks fall for a phishing attack in a different department at our company, so I can only imagine it will happen with us eventually. The more security we can have the better. I would like to be able to add a permission for custom roles to allow them to override the lock. Particularly for the managers on the team who aren't admins, but have more permissions than agents on their teams.

Would establishing an audit log of malware events be beneficial? If so, what details in the future audit log will be important to have?

• Yes, this would be fantastic. First it could prove value (especially if this ends up being a paid feature). Additionally, I would want to be able to report out on how often malware is being identified and know who (if anyone) is overriding the lock.

How are you currently preventing malware via file attachments?

• We currently forward email to Zendesk after it goes through IronPort. Which works well for email attachments, but we don't currently allow attachments on our forms, because we don't have a way to route those through IronPort before they come into Zendesk. We have a similar problem with chat. We do allow attachments there, but it would be great if we could eventually have the same protection in that channel.