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Kilian

Beigetreten 16. Apr. 2021

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Letzte Aktivität 16. Feb. 2023

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KommentarTicket basics

Hello Jonas Libbrecht, there is another open request to that topic. I hope Zendesk will finally improve that. We switched back to the old workspace, since we communicate mainly by mail. Thanks for your comment! 

https://support.zendesk.com/hc/en-us/community/posts/4408868318746-New-agent-workspace-Long-emails-signatures

Kommentar anzeigen · Gepostet 16. Feb. 2023 · Kilian

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Florian thanks for sharing your point of view! We already switched back to the old workspace - I'm happy, it was just a click with no side effects!

Kommentar anzeigen · Gepostet 12. Mai 2022 · Kilian

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Lisa Kelly can you make any forecast regarding such a functionality for those who use Zendesk for email support? And, are there any disadvantages to switching back to the old workspace? Will both workspaces be supported in the future?

I'm sorry to come up with this over and over again, but I get complaints all day since I changed to the new workspace!

Kommentar anzeigen · Gepostet 02. Mai 2022 · Kilian

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Community-Kommentar Feedback - Ticketing system (Support)

Regarding new Agent Workspace issues there is another request I want to share here: 

New agent workspace, Long emails / signatures

I have a question since I have read that some of you already switched back to the old workspace: Will this "old workspace" be supported in the future? We only use Zendesk in B to B environment and communicate mainly via email. Therefore, the new agent workspace is uncomfortable.

Kommentar anzeigen · Gepostet 21. Apr. 2022 · Kilian

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Thank you Lisa Kelly for your fast reply. Yes I am aware of this new feature, but it is still not user friendly when I open a ticket with a long (latest) comment because I have to scroll up first and then the new button appears.

It also happens that Zendesk does not recognize that a reply contains all the previous comments and throws them all into the ticket again. I think it happens when the reply comes out of a system (CRM etc.) or is formatted differently. If this happens (we have this all day) you have to scroll a lot until you are on top of the latest comment because all ticket comments are shown (duplicated) within the ticket.

The new agent workspace seems perfect if you chat or answer requests on WhatsApp but working with B to B customers means lots email communication and everyone uses its signatures below content what makes a single email always longer.

Kommentar anzeigen · Gepostet 21. Apr. 2022 · Kilian

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This Feedback contains a very important issue with the new agent workspace. It has special meaning for those who mainly use Zendesk for Email communication.

The new interface is troublesome if the customer has typed a long email, or has a long signature. The workspace shows the end of the last message, it should show the start of it. Now we have to scroll up on these cases to see the message.

Kommentar anzeigen · Gepostet 20. Apr. 2022 · Kilian

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Community-Kommentar Feedback - Ticketing system (Support)

I exactly face this issue as well. We mainly communicate via email with our customers. Every email has a signature and the change to the new agent workspace now has the consequence, that we start in a ticket at the bottom and always have to scroll up.

In special cases zendesk cannot recognize that a ticket-respond has included all previous comments again (comments are then duplicated within the ticket). It seems that it has to do with the email settings of the respondent.

Suggestion for improvement: Scrolling above the latest message within the ticket affects the appearance of the button "Jump to latest message". By clicking on that button you start on top of the latest message. Why not always start at the top when a ticket gets opened?

Kommentar anzeigen · Gepostet 20. Apr. 2022 · Kilian

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Community-Kommentar Feedback - Ticketing system (Support)

Thanks Robert Cwicinski for bringing it to the point again!

Kommentar anzeigen · Gepostet 15. Feb. 2022 · Kilian

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Community-Kommentar Feedback - Ticketing system (Support)

@... Thank you for your hint to Read Receipts. It tested your tool and it works well. Unfortunately we can not use it since it is not compatible with GDPR. In Europe we can not collect these data (read receipt) without an agreement of the user. Getting such an agreement is practically unworkable and it is not realistic that a user would allow us to collect such data. 

@... is there really no way to determine if an email-adress is wrong or an email is undeliverable? Microsoft Outlook for example informs when emails are not deliverable ... In my eyes you can not just ignore this very important topic! Best customer experience consists of sending and receiving information. I just remember > first comment was in October 2014.

Kommentar anzeigen · Gepostet 10. Okt. 2019 · Kilian

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Community-Kommentar Feedback - Ticketing system (Support)

Hello, our customers get in touch with us through different webforms. The forms check the email format automatically, but this is not enough to prevent 100% from making a mistake in writing the email adress. 

Later, an agent will write emails to the customer who will never receive. We cannot notice this issue yet!
Before using Zendesk, Outlook informed that an email could not be delivered.

This is a communication basis to know if the sender reaches the recipient. How can we get this information?

Kommentar anzeigen · Gepostet 01. Sept. 2019 · Kilian

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