Composing messages in the Zendesk Agent Workspace

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35 Comments

  • Chris Fassano

    Would it be possible to receive some notice in advance when changes go out? I received notice at 7:35am that this article was added today, and 1.5 hours later the changes are already in production.

    Maybe 24 hours notice at least so that I have time to inform our agents of the changes. That way they aren't completely surprised when they are in the middle of working tickets and the UI changes unexpectedly.

    1
  • Chris Fassano

    Many of our agents are now seeing blank conversation threads on tickets.

    0
  • Amy Lee
    Zendesk Product Manager

    Hi Chris, apologies about this. We are currently looking into this. It doesn't look like your account has this new feature yet, but either way, please make sure you have submitted a ticket with us. Thank you! 

    0
  • Abdulrahman Yaqut

     

    i think you should test every thing before update our account ,

    our work was stopped till now !!

    and we can't replay any ticket 

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  • Danielle Nottea

    This update has changed our default privacy settings so that all tickets comments are public replies by default instead of internal note, as configured in out Admin Settings > Tickets > Comments. Please advise. 

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  • Amy Lee
    Zendesk Product Manager

    Hi Abdulrahman, Apologies. Thank you for reporting this issue. We have tested this and we are currently looking into the issue.  I have created a ticket for your issue. 

    0
  • Amy Lee
    Zendesk Product Manager

    Hi Danielle, we updated this article to reflect the new changes: If you made agent comments private by default, this setting is not enforced by the composer, but agents can always switch to Internal note in the composer to create private comments.  The new composer allows agents to switch them at any time, giving users more flexibility. If you have any feedback, feel free to raise a ticket and reach out  to me directly. Thank you! 

    -3
  • Chris Fassano

    So you have a configuration option to set the comment field to internal by default but the composer ignores this and sets it to public anyway.  You're saying that this is expected behavior and not a bug? Then why is there an option to default it to internal in the first place? That makes zero sense.

    I also noticed when I switch the comment mode between public and internal before submitting, any text entered into the composer is deleted. Is that expected behavior? If so, it's not documented here.

    3
  • Amy Lee
    Zendesk Product Manager

    In this new composer, each channel is a different way to communicate. You may compose different messages for each channel, so the drafts will not be saved across channels. For example, when you write something in internal note and switch to public reply, that message will not be displayed in public reply. However, when  you switch back to internal note, you will still be able to find the messages you left there. This goes for all channels. 

    -3
  • Danielle Nottea

    Our agents are also experiencing the issue that text gets deleted. They also are not able to paste text into the composer anymore, which is obviously a bug. 

    Regarding "The new composer allows agents to switch them at any time, giving users more flexibility." - Please clarify how this is different from before this release when they could switch between internal note and public comment freely without the text being deleted. 

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Danielle,

    It looks like you have a ticket created with our Customer Care team around this issue. We will continue working with you in that ticket as they'll most likely need to take a look at your account to see if they can replicate these issues.

    Thanks for taking the time to share this with us!

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  • Vaishnav Gupta

    Hi ZD team, 

    As per this article, are these improvements going to be globally available by 30th September? Particularly the ones around text box resizing, text box freeze when you scroll down and single click to move to the latest ticket comment. 

    Also, when I connect with ZD chat support, page refresh ends the session. We are rolling out chat support and it appears to be the same experience which could be frustrating for the clients. Is there anything I am missing, or are there any improvements planned? 

    1
  • Brett Bowser
    Zendesk Community Team

    Hey Vaishnav,

    The above rollout should be complete by September 30th correct. As for your 2nd question, a page refresh shouldn't end the Chat session unless you've met the timeout requirements mentioned here: When do chats time out?

    Depending on how long it takes the page to reload that could also cause the session to end.

    Hope this clears up any confusion!

    0
  • Jordan Brown

    Can the newest messages be at the top like it was before? Scrolling through the entire thread can be time consuming.

    1
  • Chris Fassano

    Jordan Brown - I have actually have a ticket open with Zendesk support about this. From what they've told me, when you load a ticket, it's supposed to automatically bring your view to the most recent comment at the bottom of the conversation window.

    0
  • Antonina Vodovitska

    Hi all,

    our team have just got this update, and our agents complains that when they insert text to composer, it inserts only on a  new line.

    Also our macroses got extra spaces between lines, and agents dont see shortcuts that shared to all, only they private shortcuts.

     
    1
  • Martin Grøn

    When recieving a new offline message through the chat channel, it's not available in the app - do you know when you expect to fix that issues?

    Other than that (and the reverse comments) we are really starting to like the unified tickets...

    1
  • Antonina Vodovitska

    And one more problem - when agents type some text in chat, and switch to another chat without this text sending, text in previous chat is dissapeared and the composer is unactive. They need to refresh the page to continue, thats very uncomfortable. 

    Also after update Agent Workspace working not correctly with Chrome extension Text Snippets.

    3
  • Brett Bowser
    Zendesk Community Team

    @Martin and Antonina, I'm going to create tickets for both of you so our customer care team can look into this. You'll receive an email shortly stating your ticket has been created.

    Cheers!

    0
  • Seth Ganz

    The changes in the Zendesk Agent Workspace are causing issues with our agent workflows and thus productivity. Per the other comments above about the launch notice, I believe that you should roll these changes out in a staging/testing environment first or offer them well in advance via sandbox so we can test our established workflows against them. We were offered beta access but we would have had the same issues with it being live and in production. 

    Agent reported issues:

    1. Can't copy paste to internal notes
    2. Private comment macro: The emoji drop down appears automatically and we have to click on internal notes to make it disappear
    3. Hitting enter on internal notes the cursor automatically goes to "Agent Next step"
    4. Pasting on chat pastes the new text below the previous one instead of the after the previous text.
    5. Unable to reply back to 1st chat whenever they accept another chat, they have to duplicate tab to fix the issue.
    6. If an agent accepts a 2nd chat and returns to their 1st chat, the reply they've been writing to my 1st chat disappears; they have to duplicate the tab to have it appear again.
    3
  • PatrikM

    Tons of issues with the new composer, formatting is lost on paste, some text is lost on paste, the "channel" buttons should not be in a dropdown as switching between channels now takes more clicks than before when the buttons were side-by-side, hitting the colon key spawns an emoj popup window, sometimes it seems to randomly change channel and everything else that other people stated above.

     

    Please stop rushing these updates and do more in-house testing before you release new updates. You're disrupting the workflow of all your customers/agents when you do stuff like this.

    6
  • Daniel Chikanov

    I agree with PatrikM, please stop rushing to these updates and let us know way in advance!! For example, you let us know about the "Lines", why not this?

     

     

    3
  • Daniel Chikanov

    How can we revert back to old format? When inserting private/ internal note, it does NOT carry over to public when you change the format. 

    PLEASE change it back!

    0
  • Amy Lee
    Zendesk Product Manager

    Hi Daniel & PatrikM, 

    Thank you for your feedback. For the issues that you're facing, such as "formatting is lost on paste, some text is lost on paste, the "channel" buttons should not be in a dropdown" do you mind submitting a ticket with us so our teams can resolve that for you? Thank you! 

    0
  • Vaishnav Gupta

    Hi! 

    After an agent transfers chat to another group, the existing chat window doesn't go away for them. When they try to close the window (because they should no longer be assigned to the chat), it "ends" the chat for the client. Why is that happening and how can we make "transfer" chats work smoothly? Right now, it is so buggy for us. 

    0
  • Mark Wiles

    Has anyone heard when SMS/text will be added as an option for responding?  Currently, when people leave voicemails after hours we ask them in the recording if they'd like a return call or a return SMS.  It sure would be much easier the next morning to use this nice new interface to just choose SMS as the reply channel.

     

    Thanks!

     

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  • Vaishnav Gupta

    Hi Brett, Are we planning to have "continue chat" option in agent workspace as well?

     

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Vaishnav,

    Nothing currently on the roadmap, however, we've passed this information to the product managers so they're aware of your interest in this functionality.

    Let me know if you have any other questions!

    0
  • Nimisha Doongarwal

    Hi Mark Wiles

    We do have SMS option in channel switching for SMS type tickets.

    0
  • Nimisha Doongarwal

    Hi PatrikM

    Do you have a ticket created for this? 
    "Tons of issues with the new composer, formatting is lost on paste, some text is lost on paste, the "channel" buttons should not be in a dropdown as switching between channels now takes more clicks than before when the buttons were side-by-side, hitting the colon key spawns an emoj popup window, sometimes it seems to randomly change channel and everything else that other people stated above."

    Issues:
    Formatting is lost on paste, some text is lost on paste
    Can we please get more information on where you pasted from? Also what channel did you paste into. Some of the channels like chat and social messaging channels are plain text channels and we convert all rich text to plain text for these channels.

    the "channel" buttons should not be in a dropdown as switching between channels now takes more clicks than before when the buttons were side-by-side
    This is by design

    hitting the colon key spawns an emoj popup window
    This is by design, we have introduced a shortcut ":" which allows agents to add emojis using emoji popup.

    sometimes it seems to randomly change channel
    This is a bug and fix is on its way.


    Thanks

    0

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