Agent workspace : Switch "Reply field" and "Request filed" (up/down) like when the workspace is disabled

2 Kommentare

  • Offizieller Kommentar
    Mo Rizvi
    Zendesk Product Manager
    Hello Lotfi & Shayan!
    I'm Mo, Senior Product Manager at Zendesk.
     
    Because when we take a ticket with several answers, or when the ticket is long (with signatures, images etc...), we start at the very end; we are obliged to scroll all the way to the top. Not practical!
     
    In Agent Workspace, when the ticket is opened, it should automatically start at the top of the latest message as Shayan mentioned.
     
    We'd love to hear more about this or any additional feedback live. Please join us Thursday, October 13th at 11 AM CST for our PM Roundtable on Agent Workspace. Come discuss with us on what is and isn’t working with recent UI changes, your product experiences, and share your feedback directly with the product team.
     
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  • Shayan Moussawi

     

    „when the ticket is long (with signatures, images etc...), we start at the very end; we are obliged to scroll all the way to the top. Not practical!“

     

    According to Zendesk the Ticket should automatically start at the top of the last unread message: https://support.zendesk.com/hc/en-us/community/posts/4784771853338-Need-feedback-on-the-release-of-Open-at-the-top-of-the-latest-message-in-Agent-Workspace

    Thus making the new place of the message box more intuitive.
    However I am experiencing issues where some Tickets will still open at the bottom of the last message (similar to what you wrote in your post) - if this issue also persists for you, and your Tickets do not open at the top of the last message, I would recommend submitting a request to Zendesk so they are aware this is a widespread issue.

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