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About the Zendesk Agent Workspace



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Lisa Kelly

Zendesk Documentation Team

Edited Oct 09, 2024


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136 comments

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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. 

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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.

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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 

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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. 

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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.

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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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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

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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.

 

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Rudolph

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.

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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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HELP.  How can we permanently disable the apps panel from being visible.  It takes up space that we need and we do not and will not be using the apps panel at our organization.  Thank you!  Elizabeth @ UNM Foundation

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Aleksandrs Galiullins

Zendesk Customer Care

Hi Elizabeth,
 
I'm afraid that it could not be removed or disabled, since it's a system designed functionality. However, I'd recommend for you to post a feature request to our Product Feedback forum here. Our Product Team reviews this forum regularly and it has inspired many of the enhancements we've made to Zendesk over the years.

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We have an issue with the new agent workspace interface. We have an employee who is colorblind and the blue shadowing on the internal comments prevents them from seeing the comment clearly. Can an accessibility option be added to remove the background color. In speaking with my employee if the hue was a bit darker they could see it better.

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+1 the comments about email only use.  The fact that it's not configurable is upsetting. https://support.zendesk.com/hc/en-us/articles/4408821259930/comments/4572991646746

 

Also, switching to an Internal Note is now 2 clicks instead of one click on a tab previously. Please let me know if this is configurable as this is essentially increasing my agents' friction.

 

If you were going to make a complete 180 degree change like this, you should have at least adding some configurability to the layout for those people who use email. This new layout makes trying to read threads so much more difficult. 

 

Why would I scroll to the bottom of a thread to reply when the top of the page has the latest reply from the customer?

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madness isnt it. the good news is zoho desk are paying out peoples zendesk contracts and moving people over for free.

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Is there anyway to move the response editor to the top of the screen?

This new editor location is doing terrible things to my posture and neck.

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