Attn. DAZ_Persons - Zendesk critical useability failure
SpottedKitty
Posts: 7,232
Could we have some official DAZ presence in this thread, please?
I've just put in a help ticket enquiring about the recent changes to the Zendesk system. The new webpage design is pitifully inadequate and much less easy to use than the old version. There's much too much pale grey text on white background, which I can only see by straining my eyes.
The most critical failure, though, is that we can't reopen a closed ticket any more, only create a followup. I did one just now, and it isn't really a followup, it's a new blank ticket with a little note in the description.
This alone is enough to make the Zendesk system unuseable.
Most of the time, I get good, prompt replies to my tickets, but every now and then my ticket gets closed because someone has misunderstood or not completely read what I wrote in the description. In the previous setup, I could easily re-open the ticket. This is now impossible.
In its current state, Zendesk is not fit for purpose.
<tosses hot potato to first replier>
Daz 3D is part of 
Connect
DAZ Productions, Inc.
7533 S Center View Ct #4664
West Jordan, UT 84084
Licensing Agreement | Terms of Service | Privacy Policy | EULA
© 2026 Daz Productions Inc. All Rights Reserved.
Comments
I think I can safely state that this page was NOT designed by ANYONE with graphic arts experience. Pale grey text on a white background? REALLY? And with all the comments in the forum about Hi-Def monitors and too-small menus - they went with what looks like a six-point font??
Request #209421
New zen-desk layout is VERY bad
And now I need to research firefox to see if I can specify a minimum font size by url or site.
I have used it a few times recently and had no issues, guess we have different uses/expectations.
...I really miss the old Mantis site where you could add comments to and support of existing tickets, whether they were originally filed by you or not, instead of having to write up a totally new one of your own.
Case in point there is an issue with the Lucid Dream Dress. Barbult already entered a ticket and I noticed the same issue (a bad polygon on the right side of the lower abdomen area of the dress that forms a "spike" even with the smoothing iterations are set as low as 1). It would make more sense as well as be more efficient for both customers and technical support if multiple people added comments to a single ticket instead of filing a bunch of redundant ones regarding the same flaw.
OK, another problem; I tried to search on your ticket # and got a "not found" message. Apparently they don't want us collaborating on issues any more. What did you say, was there anything more than what I put upthread?
That was pretty much it - off-white font on a white background and a font that is much too small. TBH, once you've filled one of these out you pretty well know what goes where, but it IS hard on the eyes.
It's also not immediately obvious where you're supposed to click to insert the text cursor. Not just a Zendesk problem, e.g. I've noticed recently the Yahoo! login page has almost-but-not-quite-completely-invisible text boxes.
I can't agree more! Mantis was just great.
Agreed, but I thought Zendesk wasn't too bad once I got used to the differences and resigned myself to the reduced functionality. This, though, is just a backward step in useability with no redeeming value I can see.
Wondering what I'll get for a first-stage reply to my ticket, hopefully tomorrow or the day after.
Hmmm.... start a thread with all the product quality control issues. Dedicate a thread to it and there the notices stay until the issue has been resolved. Some of these have been months (dare I say years?) Did the Ciao Bella buttons ever get fixed? (Had the wrong texture or or something, was doing half and half each button, of a different texture.)
No, I submitted that Ciao Bella help request over 7 months ago. It has not been fixed. I have gotten no feedback other than that it was reported to the content team so they could fix it.
But then there is my help request about the unwelded gap in the Truancy hoodie. That has never been fixed and I haven't received any response to that request since last February - almost a year now. Think I should give up?
Some things do get fixed.
If you mean the way there is an inset of one colour that looks like a deliberate design feature. Some buttons are made with insets, or with a coating giving the outside a different colour from the mass and then are cut-into to show the inner colour. The promos certainly show a consistent variation on each button, so if what you are seeing matches that it's probably not a flaw.
Is the ticket showing as open? I seem to recall there was a spell when tickets were closed by a Zendesk bug, not sure if it was that recent though.
What caught me out is went I wnet to check on an open case I had raised. I get to the page and stared at it for a few seconds and then navigated away thinking I had gone to the wrong link. Ok, no big deal, that's just the new version/interface/whatever ... so I go back, cerafully, ensuring I click on what I normally click on to get there and yes, it's that strange page again. So, now it's 'how do I find existing reports'. Actually, closer to 'how the hell do I find anything?' A bit odf wrinkled browed frowning later I realised it had not logged me in as it always had in the past, so I had to click on something to log me in, which it did right away without me having to supply user or password ... ok, so it knew me, yet did not log me in auot-magically. That's another black mark ... ;) Then it took me b****y ages to realise to that to find existign cases I had to click on the same button I had to click on to login. What. The. Heck. I thought Microsoft got it in the neck enough for clicking on the Start button to shutdown ... Multiple, profuse black marks for this - that had to be one of the most counter-intuitive things I have ever seen!
Okay, we definitely need an official DAZ_Presence in here for comments. I just got my reply — "thanks for the feedback, I'm passing this along to the webmaster".
And then the ticket was closed.
Grr. Argleblargle.
I have a ticket in since June last year.( see screen capture) Still no word and I'm not the ony one having this bug with this item..
I even started a thread on it to see if I could find a resolve. nothing. and I have not heard nothing from the daz QA dept, No one .Nutta, zlich, zipp, As in nothing! its a getting a bit frustrating having waited 6 months, So All I can say isI hope you get better results than I have. good luck.
Ciao Bella textures should be in your updates. The bug report got bumped up, but please note, that it was not due to the thread. Things rarely get noticed in the forums due to workload, so it's always important to do things through the system provided. I just tried the outfit since I own it. Loading the wearable or wardrobe items load in the old textures, the material preset will correct the buttons.
Excellent Cris! The reason I remember Ciao Bella was I did a render in the Art Studio thread and thought I'd done something wrong. Barbult hopped in to help me and explained (for once) it wasn't something I was doing. (My words, not hers, lol.) She mentioned then that she had already reported it.
I remember spending 4 1/2 hours on the Ballerina Shoe Kit (add one bow, the other would literally SHOOT OFF the foot) and finally reported it. It took a long time before it ever got fixed, but it did. But Richard mentioned a bug closing tickets- I don't recall any of mine being closed, so hopefully it was a small group of them.
Spotted Kitty- I like Argleblargle- sums up Quality Control perfectly.
The ease and flexibility of Mantis and the fact other users were able to collaborate and work though many of the issues that presented themselves was a valuable function of the bug reporting module. When Zen Desk was introduced I asked if the collaborative tools could be put into it and the reported suggested they would look into it at some other time, that was years ago. Whomever made the decision to go with ZD over Mantis made a critically bad decision IMHO that had an adverse effect on many users, but along with the login/logout issues, the inability to change the white background/black text (LCD and paper/ink are not the same thing) which is a determent to users with disabilities and the recomendation to use google ot search this these forms I don't see what progress we should expect. Consider a company's reliability can be measured by it's web presence and a flawed one can have a long lasting effect on loyal users, new users and potential users.
I have created a new ticket for you (Incident #209641) regarding these issues. Please reply to me there and I'll do all I can to make the new Help Center more user friendly. Thanks! Crissie
OK, thanks. I'll try to be gentle, but I consider this to be a serious, possibly showstopping, failure of the Zendesk site design.