Zendesk EAP management in Admin Center

Hello, Zendesk community!

Especially when one manages multiple accounts, Early Access Program management can be time consuming and sometimes a bit confusing. I'd like to propose a feature request for a centralized administrative experience regarding EAPs.

Overview

As an Admin, I'd like to have a better EAP management experienced by being able to consult a specific "EAP Management" page in Admin Center.

Why? More Admins noticing new EAPs instead of accidentally missing an announcement... Consequently, Zendesk could get more beta testers!

Current inconveniences

Admins may subscribe to the same EAP with the same email address, but for different subdomains (e.g. activate it for two client accounts and their own). When they receive an email saying it's been enabled in one of the accounts they manage, they usually have to guess and go check each account for changes, as the email notitication from Zendesk does not include which subdomain/brand name or brand ID/etc. the EAP has been enabled in.

Another scenario: an account has five admins, and two subscribe to the same EAP via Google Forms. This is not transparent, it's time consuming and - in my opinion - inefficient, even for Zendesk!

A solution

Alongside being posted to this community as well, EAP announcements would show up once as a pop-up for Admins within Admin Center, if relevant to the account. Admins could then click to learn more or go to the EAP Management page, for example. 

Once on that page, Admins would then choose whether to ignore or subscribe. This would send an enroll request to Zendesk, who'd evaluate as usual. 

If applicable, Zendesk would then enable the EAPs on the relevant accounts. But enabling the EAP would NOT activate it. It would become available for Admins to activate.

In other words, enabled EAPs should be inactive by default. Change management can be complicated and sometimes internal docs are necessary to train teams in advance, like Rafael Santos mentions here. This means that it must be up to account Admins when and how to enable the EAP.

Example

The EAP management page would allow us to manage any available EAPs by consulting a table that would show any available EAPs for the account plan/subscription.

Example of how the table would look like:

• EAP Name, hyperlinked to Zendesk Community
• Date announced
• EAP status 
  • Available
  • Subscribed (ideally showing when and by who) 
  • Enabled (by Zendesk)
  • Not applicable to account (rejected by Zendesk, perhaps this never happens so just leaving the note)
  • Active (activated by account Admin)
  • Ignored
• Ignore*
• Date subscribed
• Date enabled
• Status updated (timestamp)
  • Available = n/a
  • Subscribed = the date an Admin subscribed to the EAP
  • Enabled = the date Zendesk enabled it for the subdomain
  • Enabled = the date an Admin enabled the 
• Button for Admins (and after clicking, a confirmation pop-up)
  • Subscribe when status is “Available”
  • Locked/greyed Subscribe when status is “Ignored”
  • Locked/greyed Activate when status is “Subscribed” (alternatively, an “Unsubscribe” button if it makes more sense)
  • Activate when status is “Enabled”
  • Locked/greyed Unavailable when status is “Not applicable to account”
  • Deactivate when status is “Active”
• …Anything else I might be forgetting!

*I'd also like to mark any EAPs that the account should not subscribe so that other Admins consulting the table would not subscribe it: sometimes an EAP could become available for an account, but not relevant for that specific client. Solution example: an Ignore column with a checkbox for each row.

Hope this makes sense! Thanks in advance for reading :-)