About the Zendesk Agent Workspace

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137 Comments

  • Lisa Kelly
    Zendesk Documentation Team

    Hello KOITOTO TOGEL
    See Activating and deactivating the Zendesk Agent Workspace. 
    IMPORTANT: Not all accounts can be deactivated. See Preparing to activate or deactivate

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  • Welcome Break Holdings Ltd.

    Hi there,

    Is it possible to OPT out of the mandatory upgrade?

     

    Zen never really has been an ITSM tool, but a post sales Q&A platform...  ideally we'll be moving to a more suitable tool and I'm not keen in faffing around trying to get various items to work as we need until then.

    1
  • Michael Fisher

    Hi there, having some troubles with the new view... 

    1) We could see the location of the user who raised the ticket in the old view, which was super useful for detecting spam. Is there a way to get this information in the new workspace? 

    2) We were easily able to update/link the users details form the old view and now it is a much longer process. Is there a way to link messages to the user directly from the new workspace? 

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  • h_sz_ke

    Today, we switched to the new interface. It's incredibly uncomfortable, but we're trying to embrace the necessity.

    1. We don't initiate phone calls from tickets, so why is it not possible to preserve the 'Public Response' and 'Internal Note' where they used to be? The 'Call' function in the dropdown is completely unnecessary, and we've accidentally clicked on it countless times.
    2. It's baffling why the chronological order of ticket history had to be reversed. Now, the top part displays the latest entry, requiring downward scrolling to see the complete item. However, scrolling upwards is needed to access the older ones. It's a nightmare, truly frustrating.

    In summary, this is the worst update we've experienced lately, and we're deeply disappointed.

    2
  • Lisa Kelly
    Zendesk Documentation Team

    Hello h_sz_ke
    We're sorry you don't like the new interface. Zedesk is aware of the conversation thread issues. It's a common request from customers. 

    For your Talk issue, this may help: 
    If you aren't using Talk for tickets (or any other purpose), you can deactivate Talk in your account. Then, you will not see Calls as an option in the Channels menu for tickets. 



    To deactivate Talk 

    1. In Admin Center, click Channels in the sidebar, then select Talk and email > Talk.
    2. Deselect Enable Talk
    3. Save your changes. 
    4. Refresh the ticket interface to see the change. 



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  • h_sz_ke

    Another work-slowing change: In the new workspace interface, after I have written the text in the "Internal note," if I switch to "E-mail," the entered text disappears.

    The issue of placing the text box at the bottom is no longer relevant; we will develop our own Google Chrome plugin to finally achieve the old, well-established functionality along with the reordering of comments – it seems we cannot expect assistance with this here. :(

    Can we expect changes from Zendesk, or do we really need to make the interface usable again with a custom-developed Google Chrome plugin? If it's a Beta version, why was it released?

    1
  • Ross Malyon

    they want you to use drafts but we ALWAYS default to internal note and want to write in internal then once happy hit the public option but we now have to copy and then paste into public

    we default to internal so mistakes are not made.

     

    you just added extra work!

    4
  • Lisa Kelly
    Zendesk Documentation Team

    h_sz_ke

    The text does not "disappear." It remains as part of the internal note. See Saving drafts across channels for more information. Zendesk does not recommend using internal notes as drafts. It was not designed for that purpose. Instead, we recommend the following: Writing drafts of public replies in tickets

    If you have any further questions or thoughts about the Agent Workspace, contact Zendesk Customer Support, so they can work with you to address your issues. 

    -1
  • Justin Federico

    The text doesn't "disappear" but the issue is that you are preventing the agent from changing from "public" to "internal" on the fly. They would need to copy/paste the note or rewrite it.

    The reverse order of the ticket comments is a dealbreaker for us. We would never use the Agent Workspace because of this change. This should be configurable. Another button does not resolve the issue.

    You're changing the way that things have worked for years and what people are used to and calling it "better". The experience is not better and this is evident from the comments on this thread. If you fail to listen to your customers be prepared to lose them.

    3
  • Lisa Kelly
    Zendesk Documentation Team

    Hi Justin
    We are listening. You can now reverse the order of ticket comments if you have an Enterprise plan. See Configuring the conversation flow and composer location in tickets 

    -1
  • Ross Malyon

    Hey Lisa,

    No one is going to pay 6 times more to be on the enterprise plan to get back a feature that was in the software since day one.

    For the money you are better off buying multiple years of a Freshdesk subscription. Why would we go for 5-6k a year to 30+ to build the ability to read comments the right way again?

    Yes i sound unreasonable but just think about it for a minute and you can clearly see you guys mucked up big time. I have users refusing to use zendesk right now. 

    4
  • Justin Federico

    Hi Lisa,

    That EAP requires you to already have Agent Workspace enabled. Does the sandbox apply here? I would not enable this in prod unless this works as expected.

    1
  • Lisa Kelly
    Zendesk Documentation Team

    Hi Justin, 
    You should be able to enable AW in your sandbox and try it out. You also need to sign up for the Layout builder EAP, if you haven't done so already. Custom layouts give you all sorts of flexibility to configure components in the ticket interface, including changing the conversation flow. 

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  • Jonas Libbrecht

    Hi Lisa,

    Are you kidding me?
    We are already waiting MONTHS for this feature and then you say: "yes we listened to the community?!"

    This is absolutely outrageous. The previous ticket order was the standard for YEARS!

    This is absolutely fubar

    2
  • h_sz_ke

    I agree with last answer. It's especially infuriating that we lose features we use every day, and then the problem is supposedly solved by switching to the Enterprise Plan to again sort the tickets in descending order.

     
    2
  • Rudolph Beaton
    Zendesk Luminary

    h_sz_ke - Zendesk hiding more and more features behind a paywall is an upsetting trend I've also noticed. They did the same thing with Messenger and MAU's. We recently switched over from Enterprise Legacy to Enterprise Suite, and you'd think "Suite" would come with everything (as advertised by Zendesk for years), but it doesn't include the cost of MAUs. Nefariously, MAUs are required for Messaging and so much new tech being built is hidden behind Messaging.

    As a customer of Zendesk for over a decade, it feels like Zendesk's new ownership are just grabbing money wherever they can... and burning long-time customers in the process.

    2
  • JJ Miclat
    Zendesk Product Manager

    Hey folks!

    We're looking to open up Layout Builder to additional plans in 2024.

    Extending a warm invite for everyone on this thread to join us on Tuesday, November 14th at 11 AM CDT for our live PM Roundtable on Layout Builder for Agent Workspace community event, where you'll get to live chat with Paul Von, myself, and other PMs looking after customization at Zendesk.

    We'll be going over the 2024 roadmap and long-term vision of Layout Builder, in addition to our customization strategy around Agent Workspace.

    We'll then open it up to the floor for discussion on any questions regarding Layout Builder, feedback on the current state of the product, feedback on our roadmap, feature requests regarding Agent Workspace customization that you would like to see us bake in, sharing best practices around creating custom layouts, and so much more.

    We'd love to see y'all there!

    Cheers,
    JJ

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