New agent workspace - rich text not supported/problems with text formatting + general feedback

4 Kommentare

  • Amisha Sharma
    Zendesk Product Manager

    Thanks Joanna Woroniecka for providing your feedback on the current reading and writing experience. We will look into the issues you have listed and investigate possible solutions.

    1. Would you be able to share examples in the form of screenshots of broken formatting in the emails you receive from your customers?

    2. We currently don't provide a button to clear formatting in the composer. But here are a few workarounds: You can use Cmd + Shift + V when pasting text in the composer instead of Cmd + V. Adding "Shift" will paste everything in plaintext. Another workaround is to select everything and use Cmd + Shift + a as we provide a shortcut to clear formatting.

    3. We will look into this. Thanks for reporting.

    4. We wanted every channel to treat drafts separately as there can be many channels available to switch to with different rules/formatting options available. But, I do see the issue with this structure, we will look into possible solutions for this. :)

    5 & 6 Thanks for your feedback.

    7. Can you share more about input field for message always visible? Screenshot for this issue will be super helpful.

    Thanks again! Looking forward to hearing back :)

  • Joanna Woroniecka

    Hi Amisha!

    Thanks a lot for your reply.

    Re. 1 This problem was already solved.

    Re. 2 Thank you very much for this hint!

    Re. 3 I am afraid that now it’s even worse as email recipients are now not visible at all in the ticket thread. You need to go to “events” and check it. I reported it here:

    Re. 4 Thank you.

    Re. 5, 6 and 7 It seems to be already fixed after the last changes you introduced 1-2 weeks ago (possibility of resizing the windows and columns)

  • Amisha Sharma
    Zendesk Product Manager

    Thanks, Joanna Woroniecka.

    3. We are working on the display of CCs in Convolog. I should have more updates for you soon.

  • Amisha Sharma
    Zendesk Product Manager

    Hello All,

    Thanks for providing feedback.

    We just released the display of To's & CC's information under each email message. Hope this helps solve the need. Please let us know if you have any additional feedback. Thanks!


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