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Gorka Cardona-Lauridsen

Entrou em 14 de abr. de 2021

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Última atividade em 24 de fev. de 2025

Zendesk Product Manager

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Atividade mais recente por Gorka Cardona-Lauridsen

Gorka Cardona-Lauridsen comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

Hi everyone thank you for your continued feedback here. I wanted to close the loop on this request to offer an updated response.

 

Based on the feedback we got from our new request list Beta previously mentioned we are hopeful to release features related to in Beta in H1 of this year. We will make a product announcement here when that is available, please follow along if you are interested.


While the ticket export feature is still a feature we would like to build into the new request list experience, we do not know if we will be able to build it this year. We apologize for the frustration that causes. It is still on our backlog and will be considered in future prioritization. If you have further feedback on this feature or other use cases to share, please drop it below as it helps us both understand and weight the many different feature requests we receive. We appreciate the time.


Before I close, I want to take a moment to reference our product feedback guidelines in this post. Product feedback that is provided in this space is not guaranteed to be included on any product backlog or roadmaps.

We listen and read every piece of feedback that comes through this forum, but in some instances, we need to make the tough decision to work in a direction that is not aligned with a particular piece of feedback, or delay release due to unforeseen circumstances.

Thank you again for your engagement here, we sincerely appreciate your insights!

Exibir comentário · Publicado 24 de fev. de 2025 · Gorka Cardona-Lauridsen

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Gorka Cardona-Lauridsen comentou,

Comentário na comunidadeZendesk EAP - Service Catalog

Robin Oliver I have created a ticket with some questions for you to help us debug. Let me know if you have not received it.

Exibir comentário · Publicado 21 de fev. de 2025 · Gorka Cardona-Lauridsen

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Gorka Cardona-Lauridsen comentou,

ComentárioUsing the knowledge base in Help Center

We have added an EAP participant requirement that we had missed first time around:

It looks like hitting the ticket lookup fields limit has caused the issues you experienced Thomas Verschoren and Justin .
For now the service catalog requires that you have a maximum of 9 ticket lookup fields. As part of maturing this feature for general availability we will remove this and other limitations.

If anyone experience the same problem, you have to delete 1 ticket lookup field.
However this will unfortunately not fix the issue immediately. We also need to implement a fix and then you will be able to enable the service catalog.

This fix is of the highest priority and and I will inform here when the fix is in place.

If anyone is experience problems enabling the service catalog please read this community post and reach out to me an my team via the comments if necessary.

Exibir comentário · Publicado 19 de fev. de 2025 · Gorka Cardona-Lauridsen

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Gorka Cardona-Lauridsen comentou,

ComentárioAnnouncements

We have added an EAP participant requirement that we had missed first time around:

If you experience problems enabling the service catalog please read this community post and reach out in the comments if necessary.

Exibir comentário · Publicado 18 de fev. de 2025 · Gorka Cardona-Lauridsen

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Gorka Cardona-Lauridsen criou uma publicação,

PublicaçãoZendesk EAP - Service Catalog

If you experience problems enabling the Service catalog on your account is may be because your account does not live up to one of the Eap participant requirements:

 

  1. Zendesk suite Growth or higher or Zendesk ES Suite Growth or higher plan (Service catalog will be made available for all ES plans ASAP)
  2. Enabled Guide/Help center or be able to to enable Guide/Help center
  3. Enabled Agent workspace (use Agent workspace and not legacy Support)
  4. Enabled or be able to enable custom objects v2 (not legacy custom objects)
  5. Not have depleted your custom objects limits as per the plan dependent limits
  6. Not have depleted your lookup fields limit of max 10 lookup relationship ticket fields.
  7. Not have created a custom object with the key service_catalog_item

Try and upgrade your plan and/or enable the necessary features (1-4) and try to enable the serviece catalog again.

If that does not work, check if your account violates requirements 5-7 and if so write a comment here below and we will try and help you ASAP. 

Editado 18 de fev. de 2025 · Gorka Cardona-Lauridsen

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Gorka Cardona-Lauridsen comentou,

ComentárioUsing the knowledge base in Help Center

Thanks for reporting this issue. We are looking into it.

I will update you as soon as we have something.

Exibir comentário · Publicado 17 de fev. de 2025 · Gorka Cardona-Lauridsen

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Gorka Cardona-Lauridsen comentou,

Comentário na comunidade Feedback - Help Center (Guide)
Hey Sebastian, thank you for taking the time to provide us with this feedback! 
 
This is a great feature request and I have added it to the backlog for future consideration. This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community. 
 
Thank you again for your feedback and for being a valuable customer with Zendesk.

Exibir comentário · Publicado 28 de jan. de 2025 · Gorka Cardona-Lauridsen

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Gorka Cardona-Lauridsen criou uma publicação,

PublicaçãoZendesk EAP - Service Catalog

How to add feedback?

There are two ways to leave your feedback in this user forum:

  • Create a new post
  • Comment on an existing post

Have a look at the existing posts in this forum, and see if you can benefit or contribute to the feedback that others are discussing. If no existing posts seem relevant, then feel free to create a new post. 

Suggested guidelines for giving feedback

We value your feedback, no matter what it is. We encourage you to tell us what you like, dislike, and where you could see improvements. We'd like to see a healthy forum for discussion, but we can't do that without just a little bit of effort from everyone. 

Here are a couple of pointers that will really help us understand your feedback and work with you to make the App Builder its best for you:

  • When you see something you dislike or see something you'd like improved, write it down and think about it for a little while
  • Try to be as clear as possible in your feedback; explain why you like/dislike something, and how it could be improved. If you can do screenshots easily, we'd love to see them
  • Be patient when waiting for responses from Zendesk
  • Don't use sarcasm, be rude to other customers or staff, and don't use strong language. We will moderate forum posts where we think reasonable

Ultimately, we want the feedback forums to be a place where any customer can come and give feedback. We look forward to hearing from you!

 

 

Sign up here!
We’ll activate the EAP on your account as soon as possible when we start rollout. Once you get confirmation that you've been enrolled in the EAP follow the steps outlined here to set up your service catalog.

Editado 27 de jan. de 2025 · Gorka Cardona-Lauridsen

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Gorka Cardona-Lauridsen criou uma publicação,

PublicaçãoZendesk EAP - Service Catalog

Sign up here!
We’ll activate the EAP on your account as soon as possible when we start rollout. Once you get confirmation that you've been enrolled in the EAP follow the steps outlined here to set up your service catalog.

Publicado 27 de jan. de 2025 · Gorka Cardona-Lauridsen

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Gorka Cardona-Lauridsen criou uma publicação,

PublicaçãoZendesk EAP - Service Catalog

For all the details see: 

 

Sign up here!
We’ll activate the EAP on your account as soon as possible when we start rollout. Once you get confirmation that you've been enrolled in the EAP follow the steps outlined here to set up your service catalog.

Editado 27 de jan. de 2025 · Gorka Cardona-Lauridsen

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