New Format is AWFUL!!!!
Please, please, please is there a way to go back to the old format? I promise I am not one resistant to change. I love software upgrades and look forward to them. I have found NOTHING good about this one. Well, I do like that it is oldest - newest down format but not a game changer. I work on a laptop as does every other person in my role w our company. With this split screen thing we can't see what we typed. If we are in the middle of a ticket and need to refer back to member information we literally have to use the scroll bar ... to see the name ... type that...oh yeah... let me scroll back up again and grab that ID number. Well darn I can't keep too many numbers in my head at one time ... one more trip back to get that date of birth. It took me 45 minutes to do 2 tickets that collectively should have taken less than 15. And when I was trying to set my subject it seemed ultra senesitive to pull in other templates as i tried to scroll through the list. That may have been me and my frustration but never been a problem before. Not sure who thought this was a good idea but it most definitely is not.
Thank you for providing a space for what I hope is constructive feeback. I can imagine if I were an end user that had a huge monitor that I would love the new format. I am sure there is a way to make that a setting. split screen versus full screen.
Best,
Kathy Vaughan
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Hey Kathy thank you so much for your feedback; this has been logged by our PM team for review. For others who may share a similar sentiment on this matter, please add your upvote or comment with your specific use case. Thank you again!
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I have to agree with the comment from Kathy.. I just came in to give my feedback and this is something that you guys at least have to give as an option to use or not. I am struggling with seeing what I am typing and what was the initial question from the user... I have expended fields and I cant find the optimal one. Please give us back the old format as this is consuming much more time for all of us and it was suppose to give us the oposite
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I am really considering changing the company that will provide ticketing system for my team as this is really very bad and not productive.
Dear Shawna James, please advise if Zendesk got any plans on changing the old format back or not as this is very important.
Thank you in advance
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Hi Vladimir, thank you for your question. I am not a PM at Zendesk so I am unfortunately unable to answer you question with the clarity needed. I understand your frustration and have flagged this to the right team so that they can better answer your question. Thank you for your patience here.
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Hey Vladimir and Kathy, I wanted to make sure you saw this comment from Amisha our PM pertaining to this thread. Thank you again for your feedback!
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Hi Shawna James, thank you for your response, and for sharing the documentation... but I have to say that this is even more not helpful, as in order to be able to change the layout, you need to have an Enterprise plan. Basically, it means that I need to upgrade/pay more so I can use Zendesk in a normal and more productive way. I just want things to be as they were before. I dont think that this is too much to ask especially since not everyone are FORCED to use this new format.
Please check with your team how can I go back to the previous view. Our contract expires in January, and we will definitely not continue using it as it is slowing us down.
Thank you in advance
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Hey Vladimir Cosic, I have alerted your account manager who has noted they will follow up in the next few weeks to check in with you on this matter. Thank you for your patience and for raising this request.
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Hi Shawna James, can you please notify my account manager again to contact me, as I nobody did in the meantime. Or give me the email address and I'll do it. Thanks
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No problem, Vladimir. I went ahead and created a proactive ticket for you. Please give us a few business days for a reply as we head into the weekend, thanks again.
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