During my time at a previous company we moved to Zendesk for our customer support. While it was a great tool, it was missing some basic features that made it difficult to use. This was causing friction with the team and was making it difficult to get them to adopt the new tool.
Zendesk Utils
Motivation
Friction Points
- Views were not automatically refreshing
- There was no way to see if someone was working on a ticket
- There were too many views and it was difficult to find the one you needed
Solution
Moving platform again was not an option in this instance. We needed to make this work and the valuable feedback that my teams provided was fuel to find a solution that would make their lives easier on a day to day basis.
Zendesk Utils was launched to help fix the friction points above, giving them the ability to set a timer for automatically refreshing views, the ability to see who is working on a ticket and the ability to hide views that they do not need at any point in time. Additional features included: easier access to Zendesk's status page and the ability to close all Zendesk tabs right from your context menu.
This extension has gone on to help many other users and has been downloaded over 2,400 times, translated into Indonesian and has over 900 weekly users (as of Feb 17, 2025).
Tech Stack
- JavaScript
- HTML & CSS