Gábor Körtvélyessy

Hi Lisa Kelly,
I don't have questions about the upgrade. My questions are about your statement:

The plan is to rollout the interface to all existing accounts.

Hence, I don't think that this is a topic for your support team.

Lisa Kelly, does this mean that - even though we opted out of it - we will eventually be forcefully migrated to Agent Workspace? Can you guarantee that all the issues with Agent Workspace (ability to show new messages at the top etc.) will be resolved by then?

Hello Mucci,

we are in a very similar situation and the following worked for us (well, at least for temporary relieve), so that we are still able to support our customers and don't have to waste time on this downgrade:

1. Contact Zendesk Support
2. Report an issue
3. IMPORTANT: say that it is critical (otherwise it'll be days until someone responds)
4. Keep chatting with them until they escalate it and eventually remove you from the list of accounts that will be force fed Agent Workspace
5. Check to make sure they really did it

Hello JJ Miclat,

what does the following mean?

We hear you, the positions of the conversation log and the composer have swapped places, and the order of messages in the conversation log is now oldest-to-newest, top-to-bottom.

For all of us that support exclusively via email, does it mean that we now do have the option to put the composer at the top and to see the newest messages at the top in Agent Workspace?

And also, why don't you provide ALL customers with an Agent Workspace sandbox? This would help alleviate fears, allow teams to be prepared for the migration, and gives everyone the chance to give relevant feedback before being thrown in the deep end with an interface that makes their work harder.

Regarding the improvements in TTR and FRT, could it be that accounts that rely on messaging etc. did see an improvement, while accounts that handle more complex issues via email have hesitated with the switch?

Thank you for sharing Matthew - your words capture our situation perfectly. It is plain sad to see that legitimate customer requirements are flat-out ignored and trampled on.

Read through the entire thread and based on the past 10 years of experience with Zendesk and many interactions with their support team I have to agree with everyone here. Zendesk seems to be out of touch with at least a big part of their customer base - those providing support by email. Missing features that would improve agent efficiency do not get added. Instead existing functionality gets deprecated. My impression is that by seeking out additional markets the old - and very loyal! - customer base gets pushed out. A good products gets turned into a bad one instead of improving it - what a colossal waste of development resources!

It's a step we tried to avoid for a long time, but finding a service that fulfils our needs instead of trying to be hip is a topic that is back on my desk. Really, I'd love to rather spend my time providing value to our customers, but Zendesk makes this increasingly harder.

In it's current form "Follower and CC" is completely unusable for us. Just like John mentioned - there are often people that MUST be CCed in certain cases, regardless of what the end user does. Anyways, why are followers and the new CC logic rolled into one feature? Why not simply split them into two features that can be activated independently from each other?