New Admin Center
The changes to the Admin Center are not user friendly at all. Everytime we need to change something in our macros/ticket forms/triggers etc. we lose access to our workspace and we are unable to work on both simultaneously. The toggle option from before (with the entire left sidebar visible) is much more efficient. It also won't let us duplicate a Zendesk tab to have both pages open at the same time.
Entirely agree and then some.
Wondering what the internal thought process was at Zendesk of moving the entire admin section but not providing any improvements, only headaches. It's the same AJAX loaded pages but now we're stuck in tab hell because it's wildly inconsistent whether or not we get a new tab (normal click or ctrl/cmd+click), stay on the same tab and are redirected (sometimes several times, making it very difficult to get back to where you were before).
If you want to be consistent, ANYTHING that has to happen in the Admin Centre (from one of the other products) should be opened in a new tab. That way I should be able to run and monitor the system from two tabs quite happily.
Zendesk is a frustratingly difficult platform to use at the best of times, but this new change is a huge slow down.
I agree with Nicole. Its not easy to handle the account and the Zendesk product at the same time. Changing screens make it really hard.
Thank you for making our life harder than before.
This change is truly HORRIBLE. Lack of complete common sense. Now I need to take 10 steps to complete ONE simple task related to Support. Hopefully they will add back soon some key elements like they did with Explore.
We appreciate your feedback. Just to clarify - when you attempt to modify macros/ticket forms/triggers, what does the workflow look like? We are working on addressing the inconsistencies related to opening Admin Center in a new tab. Thank you.
Hello Nathan Purcell,
Thank you for your feedback. We are aware of the tab inconsistency and are actively working on resolving this issue. Can you please provide details on the workflow(s) where you are redirected several times?
What else have you encountered with the Zendesk platform that makes it difficult to use? We appreciate you being a Zendesk customer.
Hello Erkin Yaşar
Thank you for your comments. We are actively working on resolving the tab inconsistencies. Please clarify the challenges you are encountering related to changing screens. What behavior are you experiencing? Appreciate your feedback and suggestions.
Hi Lisa Grant
Thank you for your feedback. I am sorry to hear that you have to take additional steps to complete Support-related tasks. Can you please provide examples where additional steps are required? Thanks.
HI Parag Pradhan appreciate your response.
As an example of redirects messing with the browser back button, try viewing a macro that has been applied to a ticket (ie, from the /events log). Frustration comes from this opening in the same tab, so my first instinct is to navigate back (can't use the "back" arrow from Zendesk because that just takes you to a lost of all macros in the admin centre). Going back once takes you to (I think) the old macros URL, which has obviously been set up to redirect to the new one.
Difficulties using Zendesk - see my ever growing collection here (the new admin centre has yet to feature): https://support.zendesk.com/hc/en-us/community/posts/4408868298266-UX-Improvements-a-collection
If you'd like to keep your admin settings on the same tab, you can now use the free Admin Center app.
If you go through the workflow as a Zendesk support admin and you want to create a Macro, you will see how convoluted the process is.
The other items still available on the left nav are limited utility when the most frequently used are now someplace else.
Parag Pradhan thank you for your answer.
Our workflow is many centered on the agent page, though during the day we have several updates to do in Admin Center and therefore have to move back and forth quite frequently. As keeping an eye on tickets stays in the forefront it would be best that this page stays put and accessible at all times and have the admin center simply open in a new tab, where we can move easily back and forth if admin changes are required.
For example while actioning tickets in multiple language we notice an outdated macro, several agents have to then access and change this macro in their respective languages as soon as possible. Once completed we go back to the agent page and take care of tickets again.
Can you please finally disable that admin center pages are loading and overriding currently open Zendesk pages and have them open in another tab? I'm trying to change some macro settings while replying to tickets and it simply overrides my tabs and I loose all unsaved changes on my tickets!