Feedback Tab Redesign, New Metrics With GoodData, CSS Changes and Much More

By 17 Comments

This week we’ve introduced a number of cool design changes to our Feedback Tab (formerly Zendesk dropbox), a fantastic new GoodData template that really helps users take advantage of the new metrics we recently launched, a few changes to our CSS, and a bunch of things we’ve fixed.

Feedback Tab 2.1

The new design we’ve brought you touts a sweet fresh new look, as well as some major tweaks and improvements to the overall user experience. For instance, we’ve reduced the use of harsh shades, there are no more sharp edges (though Internet Explorer will still see this), and better separation of important user interface elements.

A better user experience
From the Feedback Tab (formerly Zendesk dropbox), your customers are able to search your knowledge base and community forums for answers they need. Presenting those search results in a readable way is important, but more so is the ability to take the next action if none of those results were helpful.

If you have “Topic Suggestion” turned on (which is used to try and give your customers knowledge base articles before they submit a ticket or start a live chat) then this experience has also been enhanced:

It’s all the small things
In addition to the major changes highlighted above, there are a few nips and tucks we’d like to share with you as well.

  • When the Feedback Tab is closed, reopening will reset the Feedback Tab rather than reopening on the page where it was closed.
  • It’s now much easier to navigate around the Feedback Tab, including being able to go back to previous steps.
  • When Zendesk chat is turned on, customers will now be given the option to chat or submit a ticket right away. If chat is selected, we check to see if there is an agent available to take the chat. Zendesk chat is available to Regular and Plus+ customers.

Getting started
If you’re already using the Feedback Tab, you’ll need to generate a new one. The previous versions are not overwritten by this new update.

If you’ve not used the Feedback Tab before, you can set one up as an Admin. Go to Account > Feedback Tab (under the “Apps” heading) and you’re ready to go.

Other new stuff

  • There is a new GoodData template available that lets customers take advantage of the new extended metrics we launched recently. Learn more about GoodData.
  • We’re currently beta testing a new SAML implementation, and we’d like your help. Be part of the beta.
  • The attachments interface for admins on a ticket has seen a small interface enhancement.
  • Domain mapping on organizations now fully supports separation of email addresses by space, comma, or semicolon.
  • The CSS changes to the sidebar are now live.
  • http://loudestnoise.com David Cintron

    Very cool! I’m a big fan of the Zendesk Dropbox. Now if I could only get our people to use it…

  • http://www.jakeisonline.com jakeisonline

    Hi Luke, which home page are you referring to? Anything I can take a look at?

  • Luis Hdez

    Is dropbox for languages (other than english) in the pipeline?

    • http://www.jakeisonline.com jakeisonline

      Luis, while not supported right now, it is something we plan on doing in the future. At the moment though, there are no immediate plans to implement this.

  • Dale

    Hi Jake – I assume that since it’s not mentioned in this post that the Drop Box is still not for those of us whose Help Desks are behind login? We use your third party login methodology to transparently log our user into the ZenDesk when they click “Help” in our app. My understanding is that there is not a way to use the Dropbox in this scenario.

    • http://www.jakeisonline.com jakeisonline

      Dale that’s only if you have a closed help desk (where you’re not allowed user to submit ticket or register themselves).

      You should be able to use the dropbox with remote authentication. The problem may come when the user later comes to your Zendesk portal and tries to log in – or if they use a different email address than usual and you attempt to merge the users (currently not possible with remote authentication).

    • Trace

      Yes, same issue here so we had to abandon this feature. Would love confirmation that this is still a stopping issue.

  • Anonymous

    Hellow!

    I already tryed it and I think is a wonderfull tool to help our costumers and let them know the nice work we have done putting together the support page! hehe

    One thing, I have notice that the writing is in english, is there a way to customize the language? Our page is mainly visited by spanish speakers and our forums and support page have the spanish option, but since we want to add this feature on our bussiness page, I was wondering about the language!

    Thanks in advance for this great tool and your answer!

  • Tom

    Would you guys provide the embed code so the dropbox dialog box can be embedded on the page rather than just a tab on the side? I want to build a page that has the question box and links to the forums and knowledge base.

    Thanks!

  • Andy Skogrand

    Is it possible to embed the URl that the user asked for help on? Can you embed any hidden information?

  • Guest

    Is this feedback tab feature supported by an email only
    helpdesk? Also we are currently making a feedback form of our own and were
    wondering would it be possible to monitor tickets that come through our
    tailored feedback form using tags, views or reports?

  • Sh4des

    How do I get IE9 to display the Feedback button in the right location?

    • http://www.zendesk.com Dave, Zengage Editor

      Hard to answer without a little more info. Contact support@zendesk.com if you have specific questions about the CSS/HTML and they’ll get you settled.

  • David

    Jake,

    We are a new Zendesk customer and like the Feedback widget idea. We have tried installing it into our web site’s footer, header and body, all without luck. We tried Chrome, IE, and Safari and also no joy. Any suggestions? Here is the code we tried:

      @import url(//asset0.zendesk.com/external/zenbox/v2.4/zenbox.css);  if (typeof(Zenbox) !== “undefined”) {    Zenbox.init({      dropboxID:   “we have an ID # here”,      url:         “https://ourcompany.zendesk.com”,      tabID:       “support”,      tabColor:    ”black”,      tabPosition: “left”    });  }

  • David Levinson

    Does anyone know a trick to add this to a Google Site? Would probably need to be added as a xml gadget. Any ideas?

  • Richard

    Clients of mine are complaining that they want to be able to ‘move’  the support box. It is currently fixed to the spot where it opens up, is there a way that my clients can drag it to another place?

    • http://www.zendesk.com Dave, Zengage Editor

      Do you mean the placement of the feedback tab?