Composing messages in the Zendesk Agent Workspace

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35 Comments

  • Nimisha Doongarwal

    Hi Seth Ganz

    Do you have a ticket created for the reported issues?

    Agent reported issues:

    Can't copy paste to internal notes
    Can we please get more information on where was the content pasted from? 


    Private comment macro: The emoji drop down appears automatically and we have to click on internal notes to make it disappear
    We have introduced a shortcut ":" which allows agents to add emojis using emoji popup. Does the emoji pop up occurs without adding ':' ?


    Hitting enter on internal notes the cursor automatically goes to "Agent Next step
    Can you please open ticket for this as we need more information around this one? Do you have a video showing this, that you can share? 

    Pasting on chat pastes the new text below the previous one instead of the after the previous text.Can you Please open ticket for this as well. Do you have a video showing this, that you can share? 

    Unable to reply back to 1st chat whenever they accept another chat, they have to duplicate tab to fix the issue.
    Please open ticket for this as well. Do you have a video showing this, that you can share? 


    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.
    Please open ticket for this as well. Do you have a video showing this, that you can share? 

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  • Emelie Stjernquist

    Hello,

    My users are also complaining about the text not following when switching from internal note to public comment.. I understand that there might be an idea to have it like that for instance when changing the channel... however, just changing the reply type within the same channel and not having the text following too does not make any sense to the Agents in my case... 

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  • Seth Ganz

    Is there an Explore recipe or means of tracking channels switched by agents in the new composer?

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  • Pete

    On Zendesk Support. Doesn't preserve content when switching between Public reply and Internal note. Be better if it did preserve content.

    1
  • Devan - Community Manager
    Zendesk Community Team

    Hello Pete,

    We appreciate you sharing your use case with us. I would recommend posting in our product feedback forum so our developers can consider these changes in a future update. 

    Best regards.

    0

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