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Composing messages in the Zendesk Agent Workspace



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Lisa Kelly

Zendesk Documentation Team

Edited Aug 01, 2024


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The only reason why I don't activate this, is because we have to scroll down to see the latest replies. 

Is it not possible to have the latest replies at top like it is in the non Agent Workspace view ?

 

 

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Cheeny Aban

Zendesk Customer Care

Hi Francois,

Unfortunately, there is no option to change the flow of comments in the Agent Workspace yet. However, we understand your need for this functionality so I am marking this ticket as product feedback. We truly value customer feedback and your voice and votes in the product feedback topics in the community help influence future Zendesk functionality.

 

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I'm intereseted to activate the agent workspace for our agents too, but having the latest reply on the bottom doesn't makes sense, especially as we have long conversations sometimes.

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Beto

Zendesk Customer Care

Hello Florian, thanks for your message, we truly value our client's feedback!
 
The reason for this change is that with the Agent Workspace, you are now able to treat Tickets from Support, Chat, and Talk as well as social media on the same composer. In order 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 as you can see on this article: About the Zendesk Agent Workspace.

Remember that you can always go back to the last message by clicking here: 


And you can revert back at any time to the classic Workspace after trying the Agent Workspace by following the instructions here.

I hope this was helpful!
 

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Since we added text color, we -really- need a button for "remove formatting" in this WYSIWG panel!

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I've got Rich content in email showing as enabled but we don't get the option for

Changing text color

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Any plans to add text coloring to the standard rich text editor for Support? 

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I've got Rich content in email showing as enabled but we don't get the option for, how is it activated?

Changing text color

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Lisa Kelly It seems that the formatting of table  in agent workspace has changed. Whenever we paste a table in an internal comment, the table does not show up, but the details show up but they look weird. Any insights on this?

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Lisa Kelly

Zendesk Documentation Team

Hi Christie
I don't have any specific information about this. I recommend you contact Zendesk Customer Support.

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JJ Miclat

Zendesk Product Manager

Hey Yvey Colla, Bryan Haeussler, & Katya Stefanova,

The ability to change text color in the rich-text editor in Support is only available if your account has Agent Workspace turned on. If you are still seeing an issue, you could contact Zendesk Customer Support.

Cheers,
JJ

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We're making a big push towards having our teams use macros to respond within Zendesk for FAQs and related issues, but it appears this ability to change text/color does not extend to macros.

Will the text/background color editor be available for macros eventually?

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Amisha Sharma

Zendesk Product Manager

Hello RJ Hines - Yes! We do plan to extend the ability to change the color of the text to macros as well. However, we do not have a timeline for that yet as that's a larger project which will involve changing the underlying technology of the macros creation editor. 

We'll be sure to update here once we are closer to completing this project.

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It would be great if the size of the composer stays and not reverts to default state

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Lisa Kelly

Zendesk Documentation Team

Hi Tommy. I recommend posting this idea on our Ticketing System Feedback site. For more information see: Giving Product Feedback at Zendesk

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Amisha Sharma

Zendesk Product Manager

Hello All,

We concluded rolling out the Tables Editing Feature in Agent Workspace today. You can read more about it in this article.

With this release, you can now edit the tables you paste into the composer. Please let us know how you are using this feature and if you have any feedback for us. Thanks! :) 

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Hi,

We noticed that when switching from the initial channel to another one (social messaging to email for example) and then revisiting the ticket to respond again to the customer, it defaults the tab back to the initial social messaging channel.

Could there be any way to apply a rule that once an email has been sent that it defaults to the last channel used (here email) ?

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Lisa Kelly

Zendesk Documentation Team

Hello Rosifah
Thanks for asking! The Agent Workspace team has this on their roadmap (Improved channel switching logic) and we're hoping to share more information soon. Follow the Announcements and What's new sections of the Zendesk Help Center to get the latest updates. 

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Destiny

Zendesk Customer Care

Hello Anatolii,

To provide you with the best service and address your concerns more effectively, we will continue this conversation through an official support ticket. The ticket dialogue allows us to document, track, and ensure prompt resolution of your query.
 
You will soon receive an email notification with the ticket number, and from there, we will converse and track the progress and resolution status.
 
Please keep an eye on your email and respond directly within the ticket thread for further communication. Thank you!

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This article states that when you write something in an internal note and switch to a public reply,  you will still be able to find the message you left in the internal note. This has been true until very recently. Now if you create and submit a ticket with both public and internal notes, you lose whichever one was not submitted. This is only happening upon ticket creation, however, not on existing tickets. Is this a known issue or will this remain the functionality?

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Paolo

Zendesk Engineering

Hi Rebecca,
 
Upon testing this on our Sandbox environment. I can confirm that this behavior indeed happens on proactive tickets. For now, this seems to be the expected behavior but it would be a good product feedback.
 
I encourage you to create a new post in the General Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
 
Specific examples, details about impact, and how you currently handle things are helpful for our product teams to understand the full scope of the need when working on solutions. You may also want to review the Product feedback guidelines and how to write an effective feedback.
 
We truly value customer feedback and your voice and votes in the forums help influence future Zendesk functionality.
 
Best,
Paolo | Technical Support Engineer | Zendesk

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