Using ticket tabs to manage conversations

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  • Hillary Latham
    Community Moderator

    Are these changes only available in the combined Agent workspace?  We just have Support, but the "new message" dot would be super useful in Support (and in views) to note a new message/post that the agent has not seen yet.

  • Stacey Horowitz

    My team is concerned - and a bit frustated b/c the ticket number is no longer part of the tab.  For our non chat, non talk agents, this new format makes it more difficult to work their tickets.

  • Frédéric

    +1 we were using the ticket number present in the tab...

  • Jordan Brown

    When will translation be a part of the new agent workspace?

  • JJ Miclat
    Zendesk Product Manager

    Hi all!


    The unread message count indicator in tabs will be on Agent Workspace only.

    Stacey Horowitz and Frédéric

    The ticket ID could still be found in the tab tooltips through hovering over the tabs with your mouse. The primary text on tabs is now requestor instead of ticket subject, so that agents could refer to specific conversations from the customer name rather than the ticket ID.

    Reached out to y'all both privately to find out more about how this impacts agents' operational efficiency on your end.

    Jordan Brown

    There's an early access program for that which starts on 8/28, you could reach out to your customer success executive to get you signed up for it!


  • Kyle Gibbons

    JJ Miclat our team would like to switch over to the new Admin view, but the team loves the subject line for each tab. Is it not possible anymore to have the subject line rather than the requestor? 


    Kyle Gibbosn 


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