Degradation to experience adding internal comments to tickets
Recently migrated my org to the new Agent Workspace product. When I add internal comments to tickets, the first logical action I used to do was to write text, then toggle it to be an internal comment. With the new UX overhaul, it's backwards. Apparently, internal and public comments in the compose window now get their own "cached" messages when composing. It's incredibly annoying when I compose a long internal comment, then toggle it to be an internal comment and the entire text gets wiped. Have to switch back to public comment view, copy the text, then switch back to internal comment view and paste it. Trying to train myself to first select internal comment first, but it's slowing me down.
We're discussing this topic here: https://support.zendesk.com/hc/en-us/community/posts/4487359529754-Agent-Workspace-Keep-content-from-internal-note-if-changing-to-public-reply
Please provide feedback there. Thanks!
I absolutely agree with this and also dislike that the reply is at the bottom of the page.
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