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Jennifer Yim
已加入2022年7月14日
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最后活动2025年2月20日
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的最新活动 Jennifer Yim
Jennifer Yim 创建了一篇文章,
宣布日期 | EAP 开启日期 |
2025 年 1 月 23 日 | 2025 年 1 月 8 日 |
Zendesk 很高兴宣布推出一项早期试用计划 (EAP),旨在以全新强大方式为您使用 Zendesk 构建应用提供支持。要快速预览,请观看产品演示。
此公告包括以下主题:
有什么变化?
Zendesk 开发了由生成式人工智能提供支持的无代码应用生成器。此创新功能使管理员无需开发者资源即可创建自定义应用,从而比以往更快、更经济高效地定制 Zendesk 体验,满足您的独特业务需求。通过该应用生成器,您可以:
- 对话用户界面:允许您使用自然语言描述您所需的应用。
- 提示示例:帮助您开始使用该工具的提示集。
- 迭代应用开发:使用 LLM 不断构建和完善应用,根据自己的特定要求调整应用。
- 版本控制:保存已创建应用的不同版本,以便在各种迭代之间轻松导航。
- 实时可视化预览:在构建应用时,实时可视化预览应用。
- 数据整合:创建应用以利用来自 Zendesk、您公司的内部系统,以及第三方平台(例如 Shopify、Jira 等)的数据。
- 代码无障碍功能:查看为应用生成的代码,这些代码可以由技术熟练的管理员或开发者审阅。
- 测试环境:安装应用前,在 Zendesk Lotus 环境中测试应用,以确保功能正常。
- 发布和部署:发布并部署应用,以将其安装在您的 Zendesk 帐户中,包括应用权限工作流程。
- 错误解决:如果遇到任何意外问题,请利用 LLM 进行错误修复。
- 反馈提交:使用反馈表格报告错误、请求功能或共享一般评论。
Zendesk 为何作出这项更改?
此功能可简化应用开发流程,使企业能够更快、更经济高效地定制 Zendesk 体验。
我需要做些什么?
我们正积极努力,争取在未来几个月内向更多受众开放该 EAP。如果您想试用应用生成器,建议加入等待列表。请注意,目前需要高级人工智能 SKU 才能访问应用生成器。
目前有哪些产品限制?
- 封闭式 EAP 没有创建应用数量的限制,但使用应用生成器一次只能构建一个应用。如果您想再创建一个应用,只需单击右上角的“回收站”图标即可重置对话并重新开始。但是,Zendesk 今后可酌情对正式版实施限制。
- 该 EAP 不支持在人工智能思考[流式传输]时查看应用响应的实时更新。应用生成器有时可能需要 30-45 秒才会响应,具体取决于所提供提示的复杂程度。请耐心等待完整响应。
- 该 EAP 可能仅支持产品演示中的部分功能。
已于 2025年1月28日 编辑 · Jennifer Yim
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Jennifer Yim 创建了一篇文章,
宣布日期 | 开始推行 |
2022 年 7 月 16 日 | 2024 年 7 月 1 日 |
Zendesk 很高兴宣布 Support 中的顶栏应用从 Ember 迁移到 React。
此公告包括以下主题:
有什么变化?
Support 中的顶栏应用现位于 React 而不是 Ember。
Support 应用是可以从市场安装或自行构建的工具,用于扩展 Zendesk 的功能,满足独特的客户体验用例要求。鉴于单个系统无法满足所有需求,Support 应用提供了一种强大的方法来整合新用例并创建互联的客户体验。
有关 Support 顶栏应用的更多信息,请参阅我们开发者文档中的顶栏应用。
视觉变化包括:
- 移除每个顶栏应用周围的灰色边框,代之以灰色填充,使其样式更加简单、一致。
- 指向所选顶栏应用的箭头现位于应用容器末端,防止容器超出应用图标右侧。
- “关闭”按钮已添加到选择顶栏应用时显示的工具提示模式中。这样可增强无障碍功能,使顶栏应用模式适用于所有用户(尤其是依靠键盘导航的用户),并符合 Zendesk 当前的 2.1 AA 无障碍标准目标。关闭按钮将于 2024 年 7 月 25 日起可用。
Zendesk 为何作出这项更改?
Zendesk 的 React 迁移计划 (RMI) 旨在将 Support 前端迁移到 React,以提高产品可靠性和开发者工作效率,并简化自动化测试。作为该计划的一部分,Support 中的顶栏应用已从 Ember 迁移到 React。此迁移符合我们的目标:通过功能构建方法标准化,实现 Zendesk 一体化,无论是在数据库存储空间、API 方法,还是 Javascript 框架(如本例所示)方面。
目前,Zendesk 各有一半使用 Ember 和 React。React 具有诸多优势:
- 提高开发者工作效率,更快解决问题和开发新功能,因为我们主要雇用 React 开发者,而该语言本质上具有更高的可组合性。
- 完全迁移到 React 可以提高可靠性和稳定性,因为:
- Ember 和 React 之间的通信更易出错。
- 这样我们可以提高自动化测试编写测试。
我需要做些什么?
前端略有更改,但不会对您的应用和应用支持 API 的工作方式产生功能性影响。应用会话和系统图标会话中的顶栏应用用户界面都经过了改进,使用最新的 Garden 组件,无障碍性更佳。从功能上讲,一切基本保持不变。
如果发现帐户中的应用或其他专员体验有任何不同,请与我们联系。
您无需进行任何操作。此更新将自动推行到所有帐户中。
有关设计建议以及实现一致外观和风格的更多信息,请参阅 Zendesk 开发者文档中的 顶部栏应用 (Support) 指南。
如果您对此公告有任何反馈或疑问,请访问我们的社区论坛,我们将在这里收集和管理客户对产品的反馈。如需获取关于 Zendesk 产品的常规帮助,请联系 Zendesk 客户支持。
已于 2024年8月02日 编辑 · Jennifer Yim
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Jennifer Yim 进行了评论,
Taylor Brown Could you please kindly provide the specific details of your colleague's OS / browser / screen reader so that we can accurately capture this valuable feedback and have the team further investigate using these information?
Thanks so much in advance!
Jenn Yim
Product Manager of Zendesk Product Accessibility
查看评论 · 已于 2023年10月10日 发布 · Jennifer Yim
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Jennifer Yim 进行了评论,
Hi Shona and Sierra,
Thanks for raising such great feedback to help improve Zendesk's existing Customer Context Panel. This makes me smile as it's another strong validation for what we have planned to build in 2023!
I definitely understand this pain point you're experiencing with the Context Panel of the customer profile page. In fact, many customers have raised this painful experience of no longer being able to easily see custom user fields right from where the 'Key details' panel is.
To introduce myself, hello I'm Jennifer who leads the new upcoming Component Builder product that will allow admins to have full flexibility to control and customize which are the most important data fields (regardless of standard of custom fields) for a specific object (Customer in this case) to display the most useful, valuable information for their agents. The data need isn't one size fits all and needs to be customizable for especially larger Enterprise customers with dynamic business workflows and end user relationships, so I'm excited to say that this problem space has been 100% validated and we're planning to build the future product called "Component Builder" to allow admins to customize any contents and interactions to be displayed for any object including Customer in the way they see best fit. We cannot provide the exact timeframe of when this build will be complete, but we have it planned on the roadmap to build in 2023!
Thanks so much for your patience and partnership with Zendesk as we absolutely understand your pain around not being able to pick and choose contents to display that serves your agents well! We will certainly keep you posted as something amazing is on its way to help remediate this pain point!
查看评论 · 已于 2022年11月29日 发布 · Jennifer Yim
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Jennifer Yim 进行了评论,
Hi Mistyamber,
Thanks so much for your detailed feedback around this pain point you're experience with this new customer profile page. In fact, many customers have raised this painful experience of no longer being able to easily see custom user fields right from where the 'Key details' panel is.
To introduce myself, hello I'm Jennifer who is driving the Record Customization product that will allow customers to have full flexibility to customize which data contents (regardless of standard of custom fields) to display on different parts of the screen, starting with the left 'Key details' panel. The vision and the problem space is very clear after validating with some of our customers, so my team will be conducting further research and determining how to build the future phase of this product to allow any fields to be displayed for any objects including User in the way you and your agents see fit! We cannot provide the exact timeframe of when this build will be complete, but please be assured that we absolutely understand your pain and agent inefficiency and that we have it as the next item to build on our roadmap.
+ @... who is the Product Manager for the User and Organization profile pages.
Thanks so much for your patience and partnership with Zendesk! We will certainly keep you posted as something amazing is on its way to help remediate this pain point!
查看评论 · 已于 2022年10月17日 发布 · Jennifer Yim
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Jennifer Yim 进行了评论,
Hi Heather Rommel,
Thanks so much for your thorough feedback! I noticed Dan invited you to the 8/25 session so looking forward to e-meeting you then! As my team focuses on the data side of page UX configurations around the availability and the order of data like fields, text, label, I will take away the feedback on configuring column fields, seeing user profile fields of the Requestor, and configuring "hover text" for a field. I will raise awareness of the rest to the other team in charge of the UI side of configurations around the availability (hide/show) and the placement of UI components.
Re: easily linking and showing linked tickets (tickets <-> tickets), the ability to link relationships between two objects was 100% GA released on July 27th and should be available. Please let me know if you're still unable to add a custom field with the "Lookup relationship" type and see it on a ticket for you to link to another ticket.
A couple of clarification questions for you:
- By Search results, do you mean the ability to configure columns in the tickets list page when you navigate to Ticket Views in Support?
- Can you explain what you mean by "move the Tags field around"? Possibly a scenario example would help?
查看评论 · 已于 2022年8月05日 编辑 · Jennifer Yim
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Jennifer Yim 创建了一个帖子,
Hello Zendesk Community! 👋 If you've previously used or currently use the Sunshine Data Manager (EAP completed and paused now), let's talk! We're in the process of developing the exciting future of Custom Objects and we'd love for you to give us some feedback on what did and did not work well.
As a friendly refresher, the Sunshine Custom Objects app allows agents to see custom object records related to the ticket requester. The Custom Objects app brings records into the context of a ticket and/or requester in Support product, reducing an agent's need to navigate multiple interfaces to get a complete picture of a requester's relationship to your business. In order to populate the data needed for the app, you'll need to create custom objects, records, and relationships to users, orgs, tickets, and more, through the Sunshine API, or in Admin Center. The benefits include reduced solve time and higher CSAT scores.
Our questions for you
-
What has been your experience with the app so far?
-
Is there anything we can improve or add to better support admin and/or agent needs?
- How often do you or your team use the app?
- If you're a previous user and not actively using the app today, why did you stop? Which of your needs weren't met by the app?
Please add your thoughts and comments below. If there are certain capabilities that you're missing from the Sunshine Data Manager today and would like to have added, let us know that too. We are working through the development and we know there will be more iterations to be made in the future. We will collect your comments as research for future releases. The plan is to incorporate your feedback on customization into our roadmap for next year 2023.
We are also interested in having a Zoom conversation to dig deeper with a few customers. If you’re interested in participating in our research that way, please please indicate that in your comment as well and we’ll follow up via email.
Thank you!
Related articles and announcements
已于 2022年7月14日 发布 · Jennifer Yim
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Jennifer Yim 创建了一个帖子,
Hello Zendesk Community! 👋 If you've previously used or currently use the Sunshine Custom Objects app (EAP released back in 2019 and paused now), let's talk! We're in the process of developing the exciting future of Custom Objects and we'd love for you to give us some feedback on what did and did not work well.
As a friendly refresher, the Sunshine Custom Objects app allows agents to see custom object records related to the ticket requester. The Custom Objects app brings records into the context of a ticket and/or requester in Support product, reducing an agent's need to navigate multiple interfaces to get a complete picture of a requester's relationship to your business. In order to populate the data needed for the app, you'll need to create custom objects, records, and relationships to users, orgs, tickets, and more, through the Sunshine API, or in Admin Center. The benefits include reduced solve time and higher CSAT scores.
Our questions for you
-
What has been your experience with the app so far?
-
Is there anything we can improve or add?
- How often do you or your team use the app?
- If you're a previous user and not actively using the app today, why did you stop? Which of your needs weren't met by the app?
Please add your thoughts and comments below. If there are certain capabilities that you're missing from the Custom Objects app today and would like to have added, let us know that too. We are working through the development and we know there will be more iterations to be made in the future. We will collect your comments as research for future releases. The plan is to incorporate your feedback on customization into our roadmap for next year 2023.
We are also interested in having a Zoom conversation to dig deeper with a few customers. If you’re interested in participating in our research that way, please please indicate that in your comment as well and we’ll follow up via email.
Thank you!
Related articles and announcements
已于 2022年7月14日 发布 · Jennifer Yim
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Jennifer Yim 创建了一个帖子,
Hi Zendesk Community! 👋
We have plans to bring flexibility to you all by incorporating customizations to the data users see on pages in Zendesk products. You know your business the most and deserve the power to pick the view that supports your users' business needs and preferences! We believe customizations will allow you to control the experience your users have and model your business in Zendesk around the way you prefer things to get done. For example, these can be things like specifying the view for how fields, hover record details, record lists, related lists, quick actions, buttons, or links display in record pages in Agent Experience. Imagine the grand possibility of giving your users the best experience by setting up the data and the user interface to meet their needs!
What we've heard from you so far
- I want control and flexibility to be able to configure the data how I want for my team.
- The general desire for admins to be able to customize the data views.
- We want to build really robust experiences for our agents. The ability to do more customizations in the Admin Center will help my team do their job efficiently.
- I can't really model my business in Zendesk if I can't customize my data views that my team uses everyday.
What we’re doing
There isn't currently a way to easily customize records to drive what data gets displayed in pages. We've heard from you that this is frustrating experience, so we plan to add the customization feature to allow you to pick the data views that best support your users.
What questions we have for you
- What capabilities for customizing data on a page would help speed up your team's workflow? How would they use them?
- How often do you encounter the need to customize the data users see on pages?
- What challenges do your users face today when interacting with the object and record data and understanding them? Any roadblocks to your team getting things done?
- How big is your team of users (how many unique roles, how many team members per role, how many groups)?
- If any, what are the major differences in the data needs, actions, or workflows that your team members take to do their job? Do they consistently differ by role?
- Any permissions you need to control which customizations are enabled for which roles? Any roles you want to allow updating the customizations previously defined?
How you can help us
Please add your thoughts and comments below. We are in the initial development and we know there will be more iterations to be made in the future. We will collect your comments as research for future releases. The plan is to incorporate your feedback on customization into our roadmap for next year 2023.
We are also interested in having a Zoom conversation to dig deeper with a few customers. If you’re interested in participating in our research that way, please please indicate that in your comment as well and we’ll follow up via email.
Thank you!
已于 2022年7月14日 发布 · Jennifer Yim
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