Using ticket tabs to manage conversations

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13 Comments

  • Kyle Gibbons

    @... our team would like to switch over to the new Admin view, but the team loves the subject line for each tab. Is it not possible anymore to have the subject line rather than the requestor? 

    Thanks,

    Kyle Gibbosn 

    3
  • Pat Harland-Lee

    Hey guys, we recently just switched to Agent Workspace but found it quite confusing which tickets are open in which tabs, and find that Ticket Subject (even just the first part of it) is much more useful than the requester name (especially when the user has several tabs open, each from the same requester!).

    Is there any chance of either changing this back to Subject, or at least making it configurable to be Subject OR requester name?

    4
  • Eric Gao
    Zendesk Customer Care

    Hey Pat,

    It's currently not possible to change the primary text on tabs. This was an intentional design change since the Agent Workspace is heavily based on having live conversations within the Support interface, so displaying the requester's (or visitor's) name in the tabs will be more useful to agents than having multiple tabs showing “Conversation with XYZ”.

    As an alternative, agents can still view the ticket subject by hovering over the tab itself as well.

    Eric G. Gao | Technical Support Architect | Zendesk

    -3
  • Pat Harland-Lee

    Thanks for responding Eric. Because we are a B2B organisation, we receive support tickets from the same people multiple times per week (sometimes per day!). In these situations, it's not helpful to show the name of the requestor in the ticket tab. I feel like this design was only built for B2C organisations where you rarely contact the same customer multiple times. It'd be great if this was at least configurable to switch between either the requester name or the first part of the Subject.

    10
  • Ethan Smith

    I would like to add to the conversation here to say that Ticket Subject would be FAR more helpful to have in that tab rather than the name of the requester. Their name tells me nothing about the ticket. Having the name rather than the ticket title makes me have to memorize what ticket I have open with each customer at the present time. Was much easier to have the ticket subject in the tab

    8
  • Nick Sgarioto

    +1 on Ethans comment - when having multiple tickets open the preview is best suited to show the Subject rather than the Requester Name. Especially when there may be instances when managing many different tickets from the same requester. 

    5
  • Victoria Brearton

    Adding +1 to all the above comments. The subject of the ticket is signfacntly more useful to our agents than the customer name. We receive 100+ tickets a day - there's no way my agents can quickly look at a customer name and know that's the right ticket they need to navigate to. We would like the option to choose what information is displayed in the ticket tabs. 

    4
  • Phil Baker

    Ditto, +1 

    I too prefer the subject in the ticket tab over the customer name.

    2
  • Jonathan Ruh

    +1 to all above comments. We desperately need the option to have the subject on the tab. Please fix or provide an option to change! 

    1
  • Lisa Kelly
    Zendesk Documentation Team

    Thanks to everyone for your comments! For better visibility to our Product team, would you mind creating a post in our Feedback - Ticketing System topic, using this template to format your feedback? Thanks!

    0
  • Ethan Smith

    I'd like to voice that I'm not very thrilled with the way this was/has been handled. Decent amount of activity on this post for the last 12 months, and we're just now being asked to log this as feedback somewhere else. Seems like that is 12 months of lost time of having any chance of this change being prioritized. 

    I've logged this as a feature request and would appreciate if others would go vote for this idea so that it can get some more attention from the Zendesk product team. 

    https://support.zendesk.com/hc/en-us/community/posts/4437348940058-Show-ticket-title-in-tab-not-requester-name

    1
  • Lisa Kelly
    Zendesk Documentation Team

    Thank you, Ethan. The product team is already aware of this issue, but the more votes it gets in the Community post, the better. 

    0
  • Ethan Smith

    Thanks Lisa Kelly for the reply. To clarify, as much as I would like this feature to be implemented, I do understand that roadmaps need to be developed and that features do need to be desired by a large number of customers (generally). I was mostly frustrated at the delayed communication here on this thread and the fact that no one on this thread was advised to open a feature request elsewhere for 12 months. Thanks for getting back to us on this thread now. 

    1

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