Agent Workspace feedback - Tab titles / details

11 Kommentare

  • Kay
    Community Moderator

    +1 from here. Couldn't agree more. I've heard this request from several customers in the brief period this has been live.

    1
  • Ola Timpson

    Just logged on to post this exact same feedback. Tabs with the user's name and then 'Hi ...' just aren't useful. Our agents who merge tickets are finding it difficult to check they are merging the correct ticket references, when they can't see the references in the tab. And reviewing multiple tickets for a single user becomes very confusing very quickly.

    0
  • Tobias Hermanns

    Hi Zendesk,

     

    any update on that?

    We also need enable Agent Workspace for Focus EAP, but missing Ticket ID in Tab isn´t a good deal.

    Please comment if you plan to add this back?

    Regards,

    Tobias

    2
  • JJ Miclat
    Zendesk Product Manager

    Hey Kay, Tobias Hermanns, Ola Timpson, & Travis Tubbs,

    Heard y'all loud and clear :)

    We'll work on creating a toggle in Support settings that lets customers toggle between ticket IDs & the text snippet of the latest message (some customers want either or, depending on their ticketing workflow).

    Cheers,
    JJ

    0
  • Tobias Hermanns

    Hi JJ,

    is there a roadmap schedule available when we can expect it?

     

    Thanks.

    2
  • Tobias Hermanns

    Hi,

     

    any more update here?

     

    Thanks!

    0
  • Tobias Hermanns

    Not perfect, but better :)

     

    0
  • Ola Timpson

    We're now getting really strange behaviour. For some tickets we see the ticket number, but if the latest comment has an attachment then we see the name of the attachment instead.

    0
  • Tobias Hermanns

    I can confirm Ola Timpson message.

     

    Attachment will show text of attachment name.

    btw. Was the Subject in Tab always show Requester or show Ticket Subject without Agent Workspace?

    I see when I load a Ticket short the Subject in Tab, then change to Requester.

     

    /Tobias

    0
  • Ola Timpson

    Without Agent Workspace it shows subject and ref - it's weird how it still loads those but then overwrites with the requester.

    0
  • Tobias Hermanns

    Fully confirm!

     

    Subject + ID would be fit our need.

    0

Bitte melden Sie sich an, um einen Kommentar zu hinterlassen.

Powered by Zendesk