Today, we’re excited to announce the early access of our redesigned agent experience which puts the visitor at the center of the conversation and gives agents the same modern experience they are likely to see in consumer messaging apps.
How will the new agent experience benefit your support team?
- Modern, intuitive messaging experience designed with the visitor in mind
- Agents can view their list of ongoing chats at a single glance
- Chats are organized by visitors, to allow ongoing conversations to continue seamlessly
- Visitor name, status, message preview, read status, and time since last response are all readily visible
- Agents can prioritize which visitors to respond to using the time since last message metric as well as the read status
- Agents can quickly move between chats from visitors and their team
What’s staying the same?
No other Zendesk Chat features will be impacted by this redesign, including tags, shortcuts, chat apps, emojis, attachments, ratings, departments, triggers, etc.
Join the early access program
We have closed sign-ups for the early access program.
After signup, your entire team (agents and administrators) will see a prompt to opt into the new experience. We recommend that agents be allowed to opt in at their own convenience, possibly during less busy periods and familiarize themselves with the new interface.
After opting in, there will be an option to revert back to the original interface and also to provide feedback.
The early access for the redesigned agent experience offers you the chance to see the future of Zendesk Chat and gives you the opportunity to partner with us in shaping the new interface. With your valuable feedback, we will continue improving and be iterating on this new experience. Your team can post their feedback and questions in this community.
Requirements/Exceptions
- The redesign is not available to Chat app in Support and Zendesk Chat Android /iOS app users.
Update: This Early access program is closed and not accepting new sign-ups. We are focussing on improving the experience based on feedback received so far.
15 Comments
please add the ability to add ticket custom fields to agent chat interface:
https://chat.zendesk.com/hc/en-us/community/posts/115008042907-Add-the-ability-to-set-ticket-field-values-from-within-Zendesk-Chat?page=1#community_comment_360002007727
I signed up. Cant wait to try it. Sorry if I signed up twice by the way. XD
Looks really good can't wait to try it out :)
Antonio,
Thank you for the feedback and appreciate your detailed explanation in the thread. It has been noted.
Darren,
Welcome to the EAP. We look forward to your feedback!
Philip,
We have sent out an email asking for minor details and confirmation.
Hey so after turning this on and really enjoying the new interface, Zendesk messge is now broken. :(
It displays nothing on our interface, even after going back to classic.
Any help or support would be much appreciated.
Thanks!
Hi Darren,
Opt-in or opt out of EAP should not have any impact on Zendesk Message. I am creating a ticket on your behalf to investigate further.
Hi! Is there a way to sign up for this EAP?
Hey Heather!
Check out this link: https://chat.zendesk.com/hc/en-us/community/posts/360004219308-Getting-Started-Opt-into-the-new-experience
That should get you there!
Hi! Is there a date when this will be rolled out to accounts
Hi there!
Can I still enroll for the EAP?
Hello! Is it possible to enrol for this now? Would love to try it out. Thanks!
Hi Varun,
Sign-ups have been closed and the EAP has since ended. Our Chat team is currently looking into the feedback provided to ensure they address any issues that came up during the EAP.
Thanks for your interest in the Chat Redesigned Agent Experience!
Hello,
I was wondering if you're also planning to re-do the shortcuts and use a system based on the ones for macros.
We really do have a lot of ready responses and it'll be great to have the possibility to create categories and navigate through them but also preview responses (especially if we use dynamic content).
Hi Kevin,
Thank you for writing in. Interesting feedback! We are considering the possibility of merging the capabilities of macros and shortcuts. It is not part of our roadmap this year. We will keep this feedback in mind and maybe even reach out to you as part of our research.
- Prakruti
Hi Team
Any news on when this will be rolled out to all accounts? Quick question on it, will the functionality where we would push chats to agents not allow them to pick still apply?
Thanks
Dawn
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