Legacy Dev Forum Posts

DanLS | 2019-01-04 22:31:08 UTC | #1

Hi Purecloud team,

Is there any means to prevent the current behaviour where PureCloud auto-opens when the page is reloaded in Zendesk?

This is causing disturbances for agents on multiple levels.

1. It adds a decent amount of overhead to pageload times.
2. it steals keyboard focus. Agents can start working on their ticket and typing a comment, then the application loads and steals focus. The rest of their comment often winds up in the username field.
3. It blocks other apps that are located in the Zendesk sidebar. Additionally, the agent must explicitly click on the PureCloud app icon to close it, they can't just click outside the app panel.
4. It's not relevant to the agent in all cases. Receiving/taking a call should pop the application. If a user needs to dial out, they should click and open the app to dial out. Assuming the user wants to be presented with the phone dialer on every page load isn't correct. It increases user frustration and adds friction to the zendesk user experience. A manager or escalations technician for example, will only sporadically need access to the widget within Zendesk. Having them need to deal with closing the widget every time they open a new ticket link is very unwieldy.

I checked with the Zendesk Support and partner teams, they indicate there should be no technical requirement that the PureCloud must auto-open on each load.

Can this behaviour please be investigated and enhanced? Ideally, when the page is loaded, check if there's a session logged in. If so, a small indication to the user of their queue status would be all that's needed. If they need more, they should click to open the app further.

Thank for your consideration.

Richard.Schott | 2019-01-07 18:54:04 UTC | #2

Dan,

Unfortunately, this behavior is necessary for the proper operation of the integration. Because the client loads as an iFramed resource, and Zendesk does not allow for loading these resources in the background, the app needs to open on page load in order to ensure that the client loads. This then drives all of the other behaviors of the client (like popping open the frame if it's hidden if a new interaction comes in).

In general, Zendesk is designed as a single page app that should be reloading very infrequently. I'd be curious to hear more if you have a use case that requires zendesk to reload frequently.

DanLS | 2019-01-07 19:27:30 UTC | #3

Hi Richard,

Thanks for the reply.

If loading the app is required, can the initial load be smaller (especially if the user is logged in), with the option for the user to expand to the full interface? it's really intrusive now. Zendesk support pointed us at the preloadPane functionality for apps in the Top Bar section as it could load an iframe in the background without making it visible. Would this help improve the current behaviour? https://developer.zendesk.com/apps/docs/support-api/nav_bar#preloadpane

As for our use case, Zendesk will initiate a full page load whenever you click an external link to a zendesk ticket as it will open in a new tab. These links are coming from an email, or from a Slack message, in most cases. We have extensive automation in Slack to provide links to agents to view tickets that need attention. Every time they open one to check, then need to wait for the PureCloud app to finish loading, go close it, and then can begin typing a reply to the customer.

Appreciate any help you can provide to improve this behaviour.

DanLS | 2019-01-22 15:51:22 UTC | #4

Hi Richard,

Have you or your team been able to look at the preloadPane function provided by Zendesk? It really does sound like it would solve the issues you described and make the app less invasive for agents.

Thank you,

DanLS | 2019-02-11 20:36:07 UTC | #5

Hello again,

Has anyone had an opportunity to review this on the PureCloud side? The documentation I linked previously appears to support Nav and Top bar apps preloading iframe resources in the background.

This is a major pain point for our team.

Thanks for your attention.

Becky_Powell | 2019-02-12 19:01:53 UTC | #6

Hi there Dan. This idea has been logged in the PureCloud Product Ideas Lab: https://purecloud.ideas.aha.io/ideas/CLPLA-I-666

The ideas lab is the correct venue to request new features and improvements. Please vote for the idea there and follow for updates, communication, and movement.

Best, Becky

Richard.Schott | 2019-02-28 15:20:18 UTC | #7

To follow up on this, we have implemented these changes in the PureCloud for Zendesk app, and are awaiting approval from Zendesk for the latest version of our App. This will be v1.16 when it is approved and deployed by Zendesk.

system | 2019-03-31 15:22:09 UTC | #8

This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.

This post was migrated from the old Developer Forum.

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