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50 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!

    -1
  • 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.

    1
  • 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. 

    1
  • 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?

    2
  • Lisa Kelly
    Zendesk Documentation Team

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

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  • 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.

    1
  • 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. 

    0
  • Ryan S

    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!

    1
  • 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. 
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  • 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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