About the Zendesk Agent Workspace

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83 Comments

  • Adrian Bell

    Am the odd one out to say that I really hate the way zendesk is driving communication away from email to chat?

    You can't even raise a support ticket with zendesk through email anymore!

    Is this the way of Agent workspace as well? We've recently been informed we are being upgrade and it concerns me.

    Chat might be great for assisting with simple issues like the reset of passwords but it assumes the customer is there at their computer working on some web-based application (like Zendesk) needing a quick fix.

    All our customer support issues are driven through email because they are long and complex and not in anyway suited to a chat message. The system we are supporting is not in the cloud or web-based so they are never logged on to our website where a chatbot might appear. If our customers were answered by a chatbot, they would find it very irritating as they are paying us for our service.

    The user is not necessarily online and the resolution will run over several days or even weeks.

    The current direction of Zendesk might be great for some businesses but I'm really not liking for us.

    5
  • Lisa Kelly
    Zendesk Documentation Team

    Hi Adrian
    In your Zendesk account, you can still use email as your primary method to manage tickets in the Agent Workspace. Chats and messages are also supported in the ticket interface, but not required. 

    -1
  • Jimmy Rufo

    Lisa Kelly - Are you aware of any feature enhancements that would allow ordering of comments to remain the same to pre-agent workspace settings?  We still want to see new ticket comment on top!

    Ana Jones - The below feature would likely be concerning for my team, and bothersome for my team in upgrading to Agent workspace.

    • To be compatible with chats and provide a more-natural conversation flow, ticket comments are arranged from oldest to newest, with the newest comments at the bottom.
    0
  • 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. 

    -1
  • Andrew Chavez

    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
  • 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
  • Beans Pineda

    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!

    3
  • Cristian Clements

    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? 

    4
  • Stan Kutzko

    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.  

    2
  • Brian Campbell

    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.

    2
  • Jarad Garlesky

    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.

    2
  • 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

    -1
  • Maik Künnemann

    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
  • tobias.persson

    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.

    1
  • 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
  • Adam Adam

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

    1
  • Kieron Dunne

    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?

    1
  • Amie Brennan

    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
  • Peter Rittau

    Hi,

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

     

     

    0
  • 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
  • Walter

    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
  • Federica

    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
  • 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

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