Bring back quick assign to Agent Workspace

Abgeschlossen

16 Kommentare

  • Offizieller Kommentar
    Lauren Slack-Chen
    Zendesk Product Manager

    Great news: We are currently rolling out the assign link in the conversation log (aka, quick assign) to Agent Workspace. For more details on timing and functionality, here's the link to our announcement article. 

  • Rudolph Beaton

    I would also like to see this feature returned for the sake of agent efficiency!

    17
  • Chris Boyd

    This is the most frustrating missing feature among our team.  Please add it to the Agent Workspace 🙏🏻

    12
  • I'd appreciate it as well if the quick assign option could be returned, please! 

    13
  • Twan van Hulten

    Good point. We also miss this feature very much since we switched to Agent Workspace. The lack of this function does not help to work more efficiently.

    13
  • Camilla Pio di Savoia

    Yes, PLEASE bring back! It's disrupted a lot of processes and efficiencies for my team, as well as accuracy issues with tickets getting re-assigned to the right agent groups (leading to issues going unresolved or being resolved incorrectly)

    14
  • Yolanda Villalobos

    Before Agent Workspace, there was an option to assign a ticket that was available next to an agent's name and avatar on the comments they had made on a ticket. This made is extremely easy to assign...

    12
  • Iris Medina

    It really is efficient. Please bring it back, we have various CSR's that work in different Hizzies and wrong tickets get assign to the wrong warehouses. :(

    14
  • Kim Navarro

    Agreed, it would be a big efficiency win to bring this back. Thanks!

    5
  • Reagan B. - Mon - Fri

    def an efficiency win if we could get this back, thanks!

    5
  • This feature helps us work quickly and seamlessly! Would greatly appreciate bringing it back!

    3
  • Chris Boyd

    Lots of votes to add this to the AW!  Any word from a Zendesk Product Manager - is it on the roadmap?

    1
  • María B -

    It would be great to have this back, it made our work way easier!

    2
  • Lauren Slack-Chen
    Zendesk Product Manager

    Hello Quick Assign lovers!

    Thank you for this useful feedback. Your post, comments and upvotes helped us prioritize discovery into bringing Quick Assign to Agent Workspace. As you know, Agent Workspace has a slightly different ticket interface, so we're in UX design discovery now to sort out placement and if we have to morph the feature slightly to fit within the new look. Regardless, the functionality we hear you need, which is to quickly assign back to a commenter within the conversation log without having to search for them within the assignee field - we'll bring back in some form soon.

    When we have a better sense for when'ish this would release, we'll report back. In the meantime, if you have any further feedback on why it's tough to find groups or assignees in the assignee field in Agent Workspace and/or why Quick Assign helps your team breeze thru reassignment, we'd love to hear more there as well.

    Thanks again to you all and looking forward to making this happen.

    0
  • Kulin Joshi

    It would be great to have it back.

    0
  • Lauren Slack-Chen
    Zendesk Product Manager

    Quick Assign is officially coming to Agent Workspace this year! We have started development and will be concluding soon. I will share updates as comments, in this community post, as we get closer to rolling this out for Agent Workspace customers.

    Thank you again for highlighting this gap for us, we sincerely appreciate all of the feedback. 

     

    1

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