Composing messages in the Zendesk Agent Workspace

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16 Comments

  • François Spinnael

    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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  • IBA Dosimetry GmbH

    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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  • Reneé Lasswell

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

    1
  • Katya Stefanova

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

    Changing text color

    1
  • Bryan Haeussler

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

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  • Yvey Colla

    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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  • Christle

    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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  • RJ Hines

    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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  • Tommy (Anatolii Binkovskyi)

    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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