New Agent Workspace: bring back the display of the user's email address
In the old screen, the email address of the user is shown in full, including the domain name.
The new Agent Workspace requires additional clicks to display this information, then come back to the previous screen.
The email domain is often critical in understanding who the user is (i.e. what company they work for.)
Often corporate email addresses can be long and the new approach makes it too cumbersome to view. Besides, there's plenty of white real-estate for this information to be displayed.
Please bring it back!
Thanks for this feedback, Pascal!
Agree and being able to copy the email address or phone number quickly.
I agree. Additionally we should be able to see to which specific email each message was sent to. This is critical information that is missing right now unfortunately.
Hello Pascal Desmarets - Thanks for providing feedback. We will look into this and prioritize development in the upcoming months.
Please help us confirm our understanding of the issue -
Would you like to see the requester's email address on the ticket header? Next to "via email"?
Looking forward to engaging on this post. Thanks!
Hello James Persson and Shayan M - Would you be open to sharing your use cases behind this request? Are you looking to display the requester's email address on the ticket?
And, have you considered opening the context panel on the right where we list customers' email addresses today? If yes, how do you feel about this workaround?
Amisha Sharma The email displayed in the context panel is the primary email for the requester's account, not necessarily the email the request came from. If the account has secondary emails, you unfortunately cannot tell what email the ticket came from, from the context panel, so this isn't a functional workaround for many situations.
There's a ton of use cases and examples, including security issues this raises, in the other post about this: https://support.zendesk.com/hc/en-us/community/posts/4415915361562-Show-Requester-s-Email-on-the-Ticket
Hello @Amisha Sharma ,
Thank you for your response.
The issue is not displaying the Email of just the requester.
The issue is that every response posted in a Ticket could have been sent to another Email address.
What we need is essentially, a display of the specific Email addresses a response was sent to within a Ticket.
For example the second response might include CCs or in the second response the requesters Email address might change.
Which is why it makes the most sense to display all of the Email addresses a response was sent to and received from right next to each response. (NOT just the users, the actual plain email address need to be displayed).
This is standard functionality of every Email client, and the fact the new agent workspace doesn‘t offer this, seems like an oversight.
Keep in mind a lot of your customers went from Email support to Zendesk. And like 80% of our requests come in or are handled through email. so we would need standard email functionality integrated within the agent workspace.
Amisha Sharma SharmaThis is what I currently do but doesn't work for CC and it's really not good enough for security in my opinion.
Often that panel collapses and easy to not open it for ages.
Being able to see the CC's in the email area is crucial so I know where the emails are actually going when communicating with clients and other 3rd parties that get looped in by myself or the client.
Thanks all, these explanations are very helpful to understand this request. We'll be looking into this further and will keep a watch on this thread. The display of CCs should be released soon, that's already under development. For displaying the requester's email, I'll work with the team.
Super happy that the CC is now available and that we can see those more easily!
Still very eager to get back an easier way of copying the recipient's email address as it now takes several clicks (going to the customer tab in the ticket, clicking on Edit email to then be able to select the entire email address and copy it to my clipboard).
It would be super nice to see the full recipient's email address and to be able to copy it with the click of a button (a copy to clipboard button).
Thanks, Felix. We definitely have this on our radar and will update once we are closer to releasing it.
I concur with the prior responses - this is a horrible change and makes it harder for our support team to validate the requester prior to starting support. Simply seeing "John Smith" and not their email address does not tell me who this person works which is important for our use case.
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