Recent searches


No recent searches

About the Zendesk Agent Workspace



image avatar

Lisa Kelly

Zendesk Documentation Team

Edited Oct 09, 2024


6

136

136 comments

image avatar

Lisa Kelly

Zendesk Documentation Team

Hi Jimmy
Thanks for asking! This is a common customer request, but I am not aware of any plans to change the ordering of comments in the Agent Workspace. 

-2


I like the new interface, I have one question/recommendation. Can the line height be adjusted to make for better visibility/reading for responses? Currently, each text line is very close making the user experience/readability difficult.

 

-1


image avatar

Lisa Kelly

Zendesk Documentation Team

Hi Andrew. I'm glad you like the new interface! We don't have a UI setting to configure the default text presentation in ticket comments. But, here is some advice from our Making Zendesk products accessible article: "To help improve visibility, many users prefer to configure their own style sheets. Zendesk does not specifically block user style sheets or use inline style sheets (with the exception of some reporting features)."

-1


Me and my colleagues and our sister companies hate the new workspace. Especially when you respond to a new and existing ticket, we cannot see the compose message box when typing . We can no longer use our tablet and phone to answer urgent tickers. Desktop Site option won't help. I am going back and forth with your support. What a journey. Let your Devs use their phones and tablet to test the interface, so you will know what I am saying. Please fix!

5


Our team launched the latest Zendesk "upgrade" last Friday morning that moved the reply box to the bottom of the screen - this was a horrible design choice and completely unintuitive. You don't start a document at the bottom of the screen - you start at the top. The reverse sorting is another horrible idea up there with when Zendesk removed the ability to sort by subject. I have to go the the Subject line to edit the entry, then to the bottom of the screen to type and then I often have to scroll up if it's a long entry in the ticket itself and then back to the bottom again (I'm aware of the "Jump to Latest" button but it's right next to the bottom text box anyway - so back down again). Who tests this stuff??

Is there an option to choose top/bottom for the message box and an option for the oldest/newest sorting? 

6


I'd agree with Cristian Clements and add, clients have to view from the top down as well. It would be nice to have an option to change the sort in both views.  

4


I also agree with Christian Clements, the "new" formatting of the replies and ticket layout in general did not need to be redesigned and has been received poorly by our team.

4


Agreed... at this point its so bad I am not sure we will ever transition to the new layout and if forced so we will most likely look for a new Software that listens to their clients needs and frustrations... As you can see almost everyone is upset that this change was made and there is no way to set customer defaults for comment preferences.

5


image avatar

Lisa Kelly

Zendesk Documentation Team

Hi Christian, Stan, and Brian
There are no options to change the location of the reply box at this time, but it is a common customer request. You can request product enhancements and vote for your favorite product features on our Community site

-3


There is a request, but still no feedback from the product manager Amisha Sharma  .

https://support.zendesk.com/hc/en-us/community/posts/4408860670106-Customize-Agent-Workspace

0


Hi!

Just upgraded to Agent Workspace and got some things that i dont like, that i would love to see got changed.

1. Customers e-mail adress is only visible in the customer profile, would love to also have it beneth the subject as before.

2. When i transfer the ticket to another group i have to search for the group, press the group and then again press assign to the group. This means two clicks instead of just one.

2


image avatar

Lisa Kelly

Zendesk Documentation Team

Hi Tobias
Thank you for the comments! I would encourage you to make a post in the feedback forum as posts with high upvotes ultimately are seen by our product dev teams for potential future work.

-1


This change to a messaging format for email users is just dumb. You now have agents with the opposite view as the end user. 

2


Is there an Admin setting to reverse the new Agent Workspace Ticket comments/updates from the current oldest to latest? i.e. change ticket updates order to be from new to old?

2


hey Kieron Dunne

There's no setting to change the order of the ticket comments, unfortunately. 

Might be best for you to vote for this existing feature request here. However it's currently not on the roadmap by the looks on it. 

https://support.zendesk.com/hc/en-us/community/posts/4409222725530-Change-the-order-of-the-comments-as-an-agent-when-viewing-a-ticket

Best,

Amie

0


Hi,

How to remove icons if i use only E-Mail as communication channel?

 

 

0


image avatar

Lisa Kelly

Zendesk Documentation Team

Hi Peter
Only users with Chat access will see these icons and the Conversations button. You (or your admin) can deactivate your Chat access in Admin Center. See below. But, we don't recommend that because it means you can't perform any Chat or Messaging functions. 

-1


Supervisors used to be able to 1) see chats agents are having with customers without the agent knowing they're being monitored as a way to maintain accountability and rate performance and 2) jump into a chat and respond to a user if an agent needed help from a supervisor.

Are these features still available with agent workspace?

0


Hello! We want to activate AW but we have some concerns: 

1) How long does take the activation? I know that it's gonna require a while but I would hear from some other users. Are we speaking about minutes? Hours? We cannot shut down the service for a long time. 

2) Is there the possibility of loose some data during the migration? With Data I mean tickets, conversations, settings, and configurations (like the ticket form we use) 

3) If we don't find it useful or we want to go back to our previous workspace, is still possible? If yes, are we gonna lose some data (as above)? 

Thank you! 

 

0


image avatar

Lisa Kelly

Zendesk Documentation Team

Hi Federica

  • Every account is different, but typically the migration only takes a few minutes.
  • You shouldn't lose any data, with the following exception (as already stated in this article): "Only migrate your account when Chat traffic is stopped and there are no ongoing chats. Otherwise, your active chat sessions may be lost." 
  • You can deactivate the Agent Workspace and return to the standard agent interface, but your Chat departments will remain merged into Support groups. If you end all ongoing chats before you deactivate, you shouldn't lose any data, 

0


Is there an option to reassign some still-active chat conversations? Currently, I can only take some chat tickets after the chat is ended and the chat status is changed to Solved.

Also, please assist me with the Location of visitors. It seems like there is only an option to see the Time zone. In the old interface (before Workspace) I could see the location, I could blocking some visitors, reassign chat inquiries among agents, etc.

0


image avatar

Lisa Kelly

Zendesk Documentation Team

Hi Vlado, 

1


Hi guys. I can't use workspace for live chat and every incoming chat automatically changes into missed chat. I already set online the status and still can't receive the chat. In my ticket also just available only email and internal note options. Can anyone help me to find my mistake?

0


image avatar

Lisa Kelly

Zendesk Documentation Team

Hi Dea
For issues with your account, contact Zendesk Customer Support so they can help you. 

0


The video referred to seems to be missing in the initial post.

0


image avatar

Lisa Kelly

Zendesk Documentation Team

Hi Nora
Are you referring to the video at the top of this article? It takes a minute to load. 

0


The agent workspace is horrible to use in context of emails at the moment. When forwarding a email, the previous conversation is added and in Zendesk we see the bottom of the email.

In these situations we've noticed that orders are being processed twice by accident because the agent workspace is a huge mess. 

 

The complete interface was in the V1 interface build around emails, so everything went fine. 

Zendesk promotes the agent workspace to be "flexible" but in short, it is not and completely adjusted to the philosophy of a chat window. 

 

Why does zendesk not detect that a ticket was created by a email (it even says this in the overview!!) and shows the text as a normal email (from top to bottom).

And when opening a ticket, which was created via chat, you get a bottom to top approach ??

 

Or just make the agent workspace flexible and let us decide how the text is ordered! Even better!

 

By enforcing the agent workspace in this state, zendesk will go under real fast...  

1


Hello Jonas Libbrecht, there is another open request to that topic. I hope Zendesk will finally improve that. We switched back to the old workspace, since we communicate mainly by mail. Thanks for your comment! 

https://support.zendesk.com/hc/en-us/community/posts/4408868318746-New-agent-workspace-Long-emails-signatures

2


image avatar

Lisa Kelly

Zendesk Documentation Team

Zendesk is holding a Community event for Agent Workspace. Click the link below for details: 

Community event: How to deliver conversational experiences with the Agent Workspace

8


Are there any plans to release this to be by brand in one account. 

I.e.  We have three brands in our account, but only one can't switch to agent workspace. The other two are therefore forced to remain on legacy and missing out on other opportunities.

0


Please sign in to leave a comment.