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80 Comments

  • Florian W.

    Eric Witman, I did not see that, but I found tickets in an agents open tickets view which has received an update by requester, but the new message is not visible. The agent has to close and re-open the ticket to see the requesters newest message.

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  • Michael Shay Hall

    We recently switched to Workspace. We've been using the "Interactions" section to read a customer's previous emails instead of searching for their email address to find these. But we've realized that not all tickets from a customer's email are listed under "interactions". There were tickets from a couple years ago that could be found from searching the email address, but they didn't show up in "interactions." Does "interactions" only show tickets from a certain recent time period? Is there some other filtering happening? Is this a bug?

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  • Lisa Kelly
    Zendesk Documentation Team

    Hi Folks, 
    If you have comments about the Zendesk Agent Workspace, we recommend posting them in the Community. See Giving product feedback at Zendesk

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  • Michael Shay Hall

    Lisa: Does that mean I should ask my question in the feedback section?

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  • Lisa Kelly
    Zendesk Documentation Team

    Hi Michael. Is it possible the tickets were archived? Archived tickets are not included in the interaction history. Contact Zendesk Customer Support for questions specific to your account. 

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  • Michael Shay Hall

    They are archived, yes. >:(

    Thanks!

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  • Dries Oomen

    My mother taught me to start with compliments before you request changes ;-). So this new view looks promising, but my team found a real annoying behavior:

    When the agent is composing an answer to the customer (starting in internal, switching to external now takes an extra click) and switches to external while typing or after finishing the message, the text is gone! Also happens with attachments. You have to type it again and have to attach a file again. I cannot think of a situation where this is a feature, so It must be bug. 

    Hopefully you can either solve this soon, or reply to me why this is useful behavior. Otherwise we will switch back to the old situation and wait until you have fixed it.

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  • Lisa Kelly
    Zendesk Documentation Team

    Hi Dries
    Your information is not lost. In the Agent Workspace, the information you enter as an Internal note is stored separately from the information you enter as an External public comment. See Saving drafts across channels for details. This allows you to create separate drafts for both at the same time. 

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  • Dries Oomen

    Hi Lisa,

    Thanks for your quick reply. So, it is a feature for some, but still annoying for us. Our agents start a lot of there messages internal and when it's finished they switch to external to send it to the customer. They have to use cut and paste to use it in this new way. Could you please make a toggle of something in the composer window that you can choose which behavior you get?

    I am curious how many organizations really like this new behavior. Is made available after a feature request or is it designed by Zendesk as a future way to compose messages?

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  • Lisa Kelly
    Zendesk Documentation Team

    Hi Dries
    Here's the best way to Give product feedback at Zendesk.  

    -1
  • Dries Oomen

    After the update to Agent workspace we experience that copy paste als paste's the background color of a website. This very annoying. Could you please turn that of? It's also the case while copying from internal message to external; you get the yellow background on a white external message. This can't be your way to make it agents easier!

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  • Florian W.

    I am absolutely with Dries Oomen.
    We have experienced the same. That's very annoying.
    Please remove this inconveniant background color copy function.

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  • Lisa Kelly
    Zendesk Documentation Team

    Hi Dries and Florian
    The feature was added to make text readable when copied from applications that use "dark mode." If you don't want to retain the color and other formatting, you can use a keyboard shortcut to paste unformatted, black text. For example, Ctrl+Shift+V on Windows, Option+Shift+Command+V on Mac. Or, you can change the background color after pasting. See Changing text color.  Also, you can deactivate color text by turning it off in Admin Center. 

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  • Ryan N

    The enabled link in the article to https://support.zendesk.com/hc/en-us/articles/4408834058010#topic_xjc_3d3_b3b no longer works.

    Does that mean Zendesk is planning to make it permanently enabled (and no option to switch back)?

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  • Lisa Kelly
    Zendesk Documentation Team

    Hi Ryan
    It's just a broken link. It's fixed now. Thanks for letting us know!

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  • daniel.savage

    Is there any way to disable this pop-up from showing every time?  We schedule our Agents for Live Chat so nobody needs to see this...

     

     

     

     

     

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  • Dane
    Zendesk Engineering
    Hi Daniel,
     
    As it turns out, there's no option available to turn off such notification. This is also being used so that any invisible agents will be notified that they should be online during that period.
     
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  • daniel.savage

    Thanks Dane, so in our use case we have about 20 Agents trained for live chat but we only schedule a handful at a time. Using Agent Workspace I assumed those not scheduled would need to set themselves as the invisible until they are scheduled. Is there an alternative or do we just need to accept that any Agents who have access to the Chat product will have to see this alert?

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  • Dane
    Zendesk Engineering
    Correct. There's really no available option to disable it for the time being.
     
    I'd recommend creating a Community post separately for that with your use case to help get more visibility and votes on the idea. Then, others can share their use cases to further drive demand for that feature. 
    -2
  • Jason M.

    Feedback: People have mentioned this already but @Zendesk, have you honestly used it to handle tickets? Having to resize the boxes to see all the text and msgs and if you have to send a long reply etc is really badly designed. It's a poor user layout. And please put the most recent back at the top again. I'm more than happy to embrace change but when it improves a flow or process.

    This is the trouble sometimes, people in businesses making too many unnecessary tweaks. I hope this will improve in future. I'm already very close to switching to another provider after such poor service from you on an ongoing ticket. 

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  • Deb Kaseman

    We've recently switched to the new agent workspace and it's actually slowing down our productivity. It seems that when a ticket is reopened, the customer's reply shows up in the last interaction, but not in the body of the ticket itself. We have to refresh the ticket to see what the customer's full reply was. 

    Does anyone have a fix for this? We've submitted an IT ticket about it, but so far, have had no replies as to how to resolve this (without having to go back to the old workspace).

     

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  • Florian W.

    Deb Kaseman, I think that's the same issue as Eric Witman mentioned on may 12th.
    We have the same issue and have opened a ticket at ZD support team. But we do not have an answer yet.

     

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  • Natalia Cano

    How do I differentiate the triggers from chat and social media?

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  • Gil Atlan

    I didn't see anyone talking about the missing ticket subject from the top browser-like ticket navigator thingy?

    Perhaps it makes sense to B2C, IDK, but not for B2B

    Is it configurable?

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  • Jarad Garlesky

    We enabled this today and within 10 min we turned it off as The Comment order in a ticket being reversed is REDICULOUS!!!   and then not offering a setting to control that. 

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  • Marko Lukač

    As someone who also does B2B support, I also agree that the new ordering of messages in tickets in the new agent workspace (oldest on top) is slowing down our productivity. Most of the other features are actually nice, but this one is a problem, and might make us look for a different ticketing system.

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  • Peg Hines

    What happened to the ability to write up replies in "internal" and then switch to public and still have what you wrote show up? 

    Is there any way to revert back to the old way as the "new" way is a really bad user experience...needless scrolling to see the latest message?  

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  • Lisa Kelly
    Zendesk Documentation Team

    Hi Peg
    You cannot revert back, but you can compose an internal message, then cut and paste it into a Public reply. See Saving drafts across channels for more information on how this feature works in the Agent Workspace. You can request product enhancements and vote for your favorite product features on our Community site.  

    -1
  • Peg Hines

    Thanks for the reply, Lisa, but now instead of one step to go public, it is five. That isn't innovative and is more time-consuming. How often does Zendesk actually listen to the users and make changes?  The Agent Workspace is definitely not created to make things quicker for the users... it really slowed us down.



     

     

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  • Cécile Pottier

    Hi there,

    I have been using the new version for a few days now, and I am really lost with this new thread.

    Not only because of the reversal of the order, but especially it is so painful to found the last messages of my clients, especially when they are sending more that one at a time.

    The very last one is OK to find, but the previous ones are lost in the thread. 

    It means more scrolls, more concentration, more fatigue.

    I really miss the old thread version. Why this reversal ?

    I also sorely miss a separation of the messages.

    Is it possible to have an option to be able to chose the way the thread works?

    I am happy with the other functionnalities of this new release, but I really think the old thread was much more efficient.

    Thanks

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