Ticket tabs on new Agent Workspace interface
Hello. We've just switched to the Agent Workspace interface, which looks great overall but... I'm pretty sure on the old interface, ticket tabs showed the first part of the Subject header. Now they show the Requester name. This is unhelpful if, like us, you use tickets internally where a lot of the Requesters are the same - like this:
In an ideal world we'd be able to select whether we want to use Requester Name or Subject on these tabs. (Perhaps other options too.)
Thanks for considering this.
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Offizieller KommentarHello everyone!I'm Mo, Senior Product Manager at Zendesk.Thank you for raising this and telling us where are the pain points in Agent Workspace that need to be resolved. We do have plans around improving the ticket tabs and it is thanks to feedback like yours!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.The link to register can be found here. Please note: If you're having trouble signing up, you may need to create a login for usergroups. Thanks!
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Yes, we definitely need to display subject there
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Very much agree, at least make the old view with Subject header a toggleable option; the blanket assumption of "this will make sense for everyone's workflow" was clearly off-base with this much pushback being voiced.
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Subject needed, this is making our agent's work harder compared to the old interface.
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