Agent Workspace feedback - Tab titles / details
We recently enabled the new Zendesk Agent Workspace for our small team. A common piece of feedback we've received from our team is related to the details displayed in the tab title.
In the Agent Workspace, the name of the requester and a snippet of text in the most recent message response is displayed. While this may be useful for those that are primarily a chat environment, this information is not helpful for those with an environment that is primarily email/web and phone. (Although even in a chat environment, I don't see how seeing two or three words in the tab is helpful.)
Most email/web tickets start off the same, "Hi <name>." When multiple tickets are opened from the same requester (such as when comparing details from previous incidents), it isn't easy to identify which ticket is which.
The above image is five different tickets from Keith. Can you tell which is which?
In the previous layout, displaying the ticket title gave context on the content of the ticket. As you can see in the above screenshot, displaying the Requester name and first couple of words does not. This has negative effects on the team's workflow. They are now having to click between tickets more often to identify them.
A response I've seen from Zendesk in the announcement of the Agent Workspace is to mouse over the tabs to see more details. That's not a viable solution. Agents are more efficient when they are able to eyeball what tab is what by seeing the information they need in the tab itself.
If our team has any more feedback on this, I'll be sure to provided it.
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+1 from here. Couldn't agree more. I've heard this request from several customers in the brief period this has been live.
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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.
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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
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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 -
Hi JJ,
is there a roadmap schedule available when we can expect it?
Thanks.
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Hi,
any more update here?
Thanks!
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Not perfect, but better :)
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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.
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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
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Without Agent Workspace it shows subject and ref - it's weird how it still loads those but then overwrites with the requester.
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Fully confirm!
Subject + ID would be fit our need.
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