Luiza Maués

Hi Team,

Sometimes we see the connection with the status “Update failed” but after a few hours is back to “Active”. 

What does this exactly mean?

Thanks,

Luiza

Hi Team,

This article effectively clarifies the new terminology associated with previous features. Thank you!

However, it also highlights that several new dashboard builder features—both old and new—are currently unavailable. These include embeddable dashboards, metric filters, dashboard title options (primarily background colors, as we currently only have transparent and white), dashboard activity, and version control. I am not even mentioning some bugs when saving changes such as changes in text colors for report titles.

Does this imply that these features are not yet accessible for all accounts, or are they being released in phases, such as by pods?

As I begin my migration, I aim to utilize the new features while also replicating the components I previously had. Unfortunately, what I see available in my interface does not align with the documentation. If not all features are currently accessible, I may need to delay my migration plan until I can fully leverage the tool's capabilities. Could you clarify a bit on this article what has already been released, what we should not expect to see now, and if possible when it will be available so we can better plan this migration?

Thanks!
 

As someone handling a long-time Zendesk account, I feel compelled to express my disappointment regarding the lack of a vital feature: an IVR system for outbound calls. Notifying customers and securing their consent for call recordings is not a new demand in customer support services, making it surprising that Zendesk has yet to address this issue. While my company has been satisfied with Zendesk for the past 10 years, the emergence of new competitors in the market is a reality, and they are eager to provide quicker solutions for customer support.

As we contemplate the integration of Talk into our operations, these limitations raise questions about Zendesk's capability to deliver a tool that aligns with current and future needs. We would much prefer an IVR system for outbound calls over many of the features that have been introduced since this conversation began in 2019.

This is not a trivial matter. A single oversight by an agent, such as failing to read the alert at the beginning of a call, could expose our company to legal risks. Additionally, this is a task that could be easily automated.

I would like to add my support for this feature, hoping that we can see a reconsideration of its prioritization.