Introduction to the Support agent interface (standard agent interface)

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10 Comments

  • Varun Adibhatla

    Hi there. 
    I want to add a field to the "properties panel" on the "the main window" of the agent interface screen. How do I do that?

     

    Thanks!

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  • Sabra
    Zendesk Customer Care

    Hey Varun Adibhatla! In order a field to the properties panel, you'll need to add a Ticket Field to the Ticket Form that is associated with the ticket. For more information on adding Ticket Fields to Ticket Forms, check out this article: Adding custom fields to your tickets and support request form

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  • Juergen Hoehne

    How do we disable - ticket view in another zendesk account - when integrating salesforce a 2nd time?

     

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  • Jeff C
    Zendesk Customer Care

    Hi Juergen,

    You must disconnect the Integration from the Zendesk instance it was first connected before you can set it up on a second instance. Kindly check the steps indicated in this article and follow the steps for Disconnecting the integration.

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  • Jonathan

    Hi, is there a way to keep the app sidebar always open by default when loading a new ticket, even if I previously closed it?

    Thanks!

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  • Marco
    Zendesk Customer Care
    Hi Juergen! At the moment unfortunately no. The app sidebar will stay closed if you previously have done so, and will stay open if it was previously open. Having an option to set this by default would be helpful though. I would suggest putting this as a feature request: https://support.zendesk.com/hc/en-us/community/topics/1260801325369--Feedback-Ticketing-System-Support-
     
    Cheers! 
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  • Kaitey Withnell

    Hi Zendesk, the UI of the Agent Workspace has recently changed.  The new Ticket Options drop down and changes to displayed page numbers within Views are particularly cumbersome to use since the changes were implemented a few weeks ago.  Not sure if you have any recommendations or would like to take this as feedback. :) 

    Issues:

    - Page numbers previously displayed a wider range, so you could skip through 4-5 pages at a time.  You can now only skip through 2 pages at a time

    - The 'Suspended' View's Ticket Options overlap if you've changed the View order

    - When merging tickets within a View, the page continually snaps up to the top when attempting to select a ticket.

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  • Leo

    Our ticket layout is different. Is there a way to have it on standard agent interface as shown on the main window?

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  • Marjorie Vilcarromero

    Is there a way to show news on the dashboard? Like production issues so the agents are aware of what is happening?

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  • Gabriel
    Zendesk Customer Care
    Hi Marjorie,

    The support home dashboard isn't customizable, but there has been a product feature request for it here: Customizing Home Dashboard
     
    You can up-vote that original post and add your detailed use-case to the conversation. Threads with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
     
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