What is going on with Workfront???

Hi Ben - this is hard for me to read. See my feedback in bold. I appreciate your contribution regardless.

Hey All!

Thank you so much for participating in the community. I'm Ben Robbins, one of the Product Leads with Workfront and wanted to recognize that we've heard your feedback. We are always grateful to hear from our customers and their experiences with the Adobe Workfront . - Multiple WF team members have commented on this thread. We are aware you have 'heard' us. Please tell us what you are doing with this information. It's not a matter of 'hearing' us it's a matter of what you are doing with this information.

With the transition to the New Workfront Experience we have moved carefully to ensure the optimal experience for our customers. To create a future ready and quality experience, some tough choices had to be made and not every functionality was migrated nor will every feature work at complete parity with classic. These decisions are generating favorable results. - The NWE has been rolled out for almost two years or so. We were instructed to bring our team members over NOW because Classic would be going away. This was encouraged despite the degradation of performance customers have detailed.

From a performance perspective we’ve seen improvement in the overall operation of the New Workfront experience. One highlight to call out would be a 32% year over year performance increase in the top 25 most visited pages by our customers. We're coupling those improvements by monitoring customer reported experience around tasks and lists. - What performance metrics are you measuring this again? Is it 32% over all users, just certain pages, just certain parts of the program, etc.? Providing this metric seems like a red herring without any insight into what this information is referencing.

We welcome opportunities to discuss your experience in further depth so please reach out to your customer success manager or support for further dialogue. - This part in particular is challenging to me. Is there a SLA on when you expect an item to be resolved with a customer calls you? For instance, is more than 3+ calls about the same issue, more than 6+ calls, more than 10 emails feel like a sufficient use of time by your customers? Is there a SLA for an expectation of when or how long a problem should exist before it's an escalation? I don't submit tickets any more because frankly spending call after call after call is not productive.

We've had three? four? "Customer Success Managers' in the past three years. Our last I did not even get notice left the company so I reached out to their boss and she ALSO left the company.

I know some of these things can be accounted to 'growing pains' and I am not one for being negative nelly. However, it seems the community is the only true way to get anything acted upon.

You may not have intended your response to be but it came across as very patronizing without providing any real specific instances of addressing the issues.

Unfortunately support is helpless to fix this stuff as it is based on faulty code, corrupt data, lack of QA, etc. The engineers are overwhelmed with trying to migrate data (probably the cause of most of these recent bugs) and keeping their heads above water and meanwhile your customers are struggling with the consequences of these bad decisions.

Saying "We're working on it" doesn't "pay the bills".

I think customers will remain unsatisfied until they see some actual fixes… if they're still customers by then.

Nope, it's not just you. We used to have a ticket or two a month (if that) back Classic, but now we sometimes have multiple tickets open per week! We feel as they are going backwards with this "New Experience" rather than moving forward. I constantly get reports from users on bugs and sporadic functionality issues. With years under their belts with this New Experience, it seems like it would be super stable by now. We are still waiting for the day for it to work correctly...very frustrating as this platform should be going forward, and not in reverse.

Me: Workfront is acting very weird and flaky lately.

Proof API: Hold my beer.

I don't necessarily agree this is a 'New Experience' issue since we had no problems until the Adobe merge and I wonder if it's migration issues.

We are seeing similar issues here also...

Today's embarrassing issue - we recently have went through a company wide rebrand. When the brand launched 05/02 we made a full branding update throughout Workfront.

Today I'm getting alerts that our Corporate marketing team is seeing our OLD branding - and old logos. Our executive management is irritated.

Branding is system wide - not by template, user, etc. It's all or nothing for everyone. Submitting a ticket but anyone have any suggestions? Yes, cleared our caches etc.

FYI - Another notable issue. In setting up a new user, we always always ALWAYS require SSO.

Editing the user later in the day I see that the SSO requirement has been toggled off and is now not part of the SSO.

Submitted a ticket.

My system admins and I were so relieved to see this thread when it popped up. When I reached out to our WF account executive on May 11 saying "I don't know what Adobe is doing to the solution I used to love but this is becoming untenable" we were told we were the only ones that had reported having any kind of problems. I was at my wit's end as basic settings (task statuses and task status defaults) were no longer working properly, I could no longer edit reports that I had created a few years ago without the logic breaking, etc. We were told it was a "speed" issue on our end (uh, really????), advised to stop trying to edit old reports, told to rebuild complex reports (that were constructed with custom text mode additions), etc. It was very frustrating and angry making. We were told -- as if we were newbies who didn't know what we were talking about -- to "take advantage" of "inexpensive" ($250/hour) paid help hours to troubleshoot our problems (!!!) when those are useless when you have functionality issues. I personally was fine with the temporary slowdown issues we had when we migrated from Classic to NWE (seemed like they miscalculated a server load -- not great, but it did improve over time), but this is something bigger -- I think this "culling" of functionality is really just awful, and I blame Adobe. I also think their "Summit" was a complete joke; didn't learn a thing. Was finally hoping to make it to a live LEAP after all these years. I also think that this whole idea of just getting rid of the "lesser used" features really is insulting to people like us who chose WF because it was very close to an enterprise solution and promised to be able to fulfill all our custom needs. Bah.

**** UPDATE to the below Post *****

Tracy from Workfront reached out regarding my post below and helped trace this through.

In this particular instance, he was able to verify that the email in question was sent to the Workfront System Admin Id that we use for a few API processes, not a actual named user.

I continued the trace on our side and received confirmation that our email system intercepted the email and routed it to a Distribution List (DL) associated with this particular Workfront System Admin Id. This DL is the reason why this email found its way to resources that were not setup as Workfront System Admin. :)

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Has anyone else had reports from non-system admin users in their instance about receiving a Workfront Announcement today (Complete the transition to the new Workfront Experience)?

We have just completed migrating of our ACTIVE users, but have not officially pulled the plug on Classic. We did this intentionally, because it gives us (system admin) the opportunity to compare/contrast issues reported in the new UI to Classic.

As you can imagine, this email has created confusion for our users because they 'thought' they were already migrated.... now they receive an email like this?!

This email should have NEVER gone out to non-system admin users. I can't even come up with a good reason why they would have sent this out.... it makes no sense!

I've reached our to our CSM and Renewal Specialist to let them know this happened and to find out why. If it was a mistake they should have sent another message letting people know to disregard it. I'm disappointed that they did this and very disappointed with communication for other things like this, especially lately.