Darren Bell

1. Agent guide
2. Ticket basics
3. About the Zendesk Agent Workspace

We have been notified that our account is going to migrated over to the Agent Workspace in August. Looking at the screenshots on this article against our Sandbox - then our Agent Workspace looks ou...

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• Darren Bell
• Erstellt 28. März 2023 11:24
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1. Community
2. Feedback - Ticketing System (Support)
3. Agent Workspace - Various Issues

I haven't seen any comms to me on it (yet). Thanks for the heads up.  Perhaps someone from Zendesk can confirm if this is the way "forward" ?

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• Darren Bell
• Erstellt 3. März 2023 17:12
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1. Community
2. Feedback - Ticketing System (Support)
3. Agent Workspace - Various Issues

Have I missed something?! Are they forcing people on to the Agent Workspace? I keep looking at it in our Sandbox and it doesn't seem to have improved any.

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• Darren Bell
• Erstellt 3. März 2023 16:17
• 1 Stimme

1. Zendesk updates
2. Announcements
3. [UPDATED Feb 13, 2023] Announcing additional placeholders that will be suppressed in the automated “received request” notification

Personally, I find "Dear customer" to be extremely "scammy".

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• Darren Bell
• Erstellt 10. Februar 2023 08:42
• 10 Stimmen

1. Zendesk updates
2. Announcements
3. [UPDATED Feb 13, 2023] Announcing additional placeholders that will be suppressed in the automated “received request” notification

You say this ONLY affects messages sent by first-reply requests and that any further messages are NOT AFFECTED and will contain the placeholders mentioned in the article. Is that correct? Can you c...

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• Darren Bell
• Erstellt 10. Februar 2023 08:39
• 8 Stimmen

1. Zendesk updates
2. Announcements
3. Announcing a unified look for the Requester field in tickets

Any chance you can improve the look of the Agent Workspace? It still looks behind the Standard Interface, ie the Subject of the ticket needs to be bigger and bolder and add the horizontal lines bet...

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• Darren Bell
• Erstellt 3. Februar 2023 16:56
• 4 Stimmen

1. Community
2. Feedback - Ticketing System (Support)
3. Adding a user note that is visible for agents

You could add a custom field to the Contact to indicate the type of user, then have a trigger that posts an internal comment when a ticket is received from that contact.

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• Darren Bell
• Erstellt 6. September 2022 08:45
• 0 Stimmen

1. Zendesk updates
2. Announcements
3. Announcing new in-view filtering capabilities

The new Filter has just appeared for us, and like other commenters, I too feel there is a silly amount of white space now.... not all Agents have a big screen, many are on a 15" laptop.  

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• Darren Bell
• Erstellt 23. August 2022 15:34
• 8 Stimmen

1. Support
2. ...
3. General questions and issues about tickets
4. Ticket not saved: A change was made to this ticket as your update was being saved

I logged this with Zendesk on 20th June, I supplied a replicable case in our Zendesk instance, video recording and a .HAR file. I had to escalate the case (via Twitter) as nothing was happening wit...

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• Darren Bell
• Erstellt 22. Juli 2022 19:38
• 0 Stimmen