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Documentation resources for the Zendesk Agent Workspace

Lisa Kelly
  • Edited
Zendesk Documentation Team

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Documentation resources for the basic features

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Documentation resources for messaging

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12 Comments

  • Michael Conaghan

    When you switch, it goes from the support tickets - new comments etc. are added at the TOP of the ticket. Now it is at the BOTTOM of the ticket. It's completely reversed. 

    Is there a way to adjust this? So new comments/notes are added to the TOP of the ticket? And scrolling down, see's previous comments etc? As it has always been in Zendesk Support. 

    5
  • Lisa Kelly
    Zendesk Documentation Team

    Hi Conza
    Unfortunately, you can't configure the order of new comments in tickets. In the agent workspace, to be compatible with chats and social messages and provide a more-natural conversation flow, ticket comments are arranged from oldest to newest, with the newest comments at the bottom.

    -5
  • GR & CY & CZ & ON & NG Virtual Assistant

    Does the Zendesk agent workspace work with the Chat Conversations API?

    0
  • Gab Guinto
    Zendesk Customer Care

    Hi Panos!

    There are certain limitations for Chat in the Agent workspace only when you enable Zendesk Messaging in your admin center.

    If you're using Zendesk Messaging with Agent workspace, this could impact chat bots built with the Chat Conversations API – the Answer Bot may prevent your chat bot from working as intended. You can read more on this here.

    The Zendesk messaging release does not apply any code changes to the Chat Conversations API. When you enable messaging, most CCAPIs will continue to work as expected. CCAPI-based chatbots, however, may be impacted, depending on your messaging configuration.

    Thanks!

     

    -1
  • Josh

    Is there any way to have the new agent workspace size/font smaller? The new workspace just feels giant. I work on a standard macbook pro and it feels like everything is just way bigger and harder to view/see on my screen. Any ideas?

    0
  • Gab Guinto
    Zendesk Customer Care

    Hi Josh,

    I'm afraid there's no native option to adjust the font sizes within Zendesk. You may need utilize the options available in your browser or device if there's a need to zoom into the UI.

    Thanks!

    Gab

    -3
  • Josh

    Gab, I understand that. I am asking why the font size was increased. Macbook pro (and the 13/14 inch screen sizes are very common) so my comment was meant for for feedback as to why the font size was increased as it's hard to use the new agent workspace. 

    0
  • Gab Guinto
    Zendesk Customer Care

    Hi Josh,

    Yes, I agree that with the new agent workspace, the font sizes appear to be increased with the new layout. There's currently no option in Zendesk or in the new agent workspace to resize the text, and there's nothing specific yet in the roadmap for changing how the new UI looks or adjusting the size of text. But, we appreciate your remark and we'll mark this as feedback. Hopefully, this will be taken into consideration along with other similar requests from other users when the team goes through product planning.

    Thanks!

    -2
  • GR & CY & CZ & ON & NG Virtual Assistant

    Hi @... regarding my previous question around the CCAPI + Agent workspace, I think that unfortunately there is another limitation we just stumbled upon:

    Zendesk Chat Departments become Groups in Zendesk Agent Workspace.

    This means that when using the CCAPI the Chat Department (id, name etc) is always returned empty. Hence when we need to transfer a conversation to a specific Department it becomes impossible. 

    Is there any way we can circumvent this issue?

    0
  • Rich Seddon

    I am also working on a 13" macbook pro, and I find the new UI to be almost unusable.  The line spacing has increased, as has the paragraph spacing.  There is unnecessary wasted space in the bar at the top, and the comment box will not stay collapsed, so i have to constantly make it smaller to be able to read ticket content.  

    0
  • Dave Dyson

    Hi Rich, since this is product feedback, would you mind posting it in our Feedback on Support topic? That way other users can vote and add their comments as well. We've added a new template to help format your feedback, and given the nature of your feedback, including some screenshots could be helpful. Thanks!

    0
  • Josh

    Yeah, unusable is a good work. We don't have a single agent that likes the new workspace here because of the font size/spacing increases. 

    0

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