What's new in Zendesk: November 2021

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9 Comments

  • Lou
    Community Moderator

    It would be nice if the changes happened after being notified about them. The "Ticket Updated" change had us stumped, and that happened 2 or 3 weeks ago.

    7
  • Michael Froeming
    Zendesk Customer Care
    Hi Louis,
     
    My name is Michael with Zendesk support.
     
    You can follow this section in our help center so that you'll be notified of new updates.
    -1
  • Lou
    Community Moderator

    I do follow that section, but as I stated, the What's new showed up days after the change. It would be nice to know about the change before it happens.

    3
  • Sydney Neubauer

    I agree with Lou. We noticed the change before any communication was sent out. This is not the first time that has happened (manage views also had the same launch pattern).

    We would like to be able to review what is coming, communicate with our team beforehand. It is even preferable to not have it be mandatory so we can test the behavior in sandbox. 

    4
  • Bryant Gregory

    Is there a way to use the former layout, my team is not fond of this new ticket response layout.

    1
  • Paulina Adams

    We all of the sudden have an "Assign" option under every comment made on a ticket by an agent. There is no note here nor in the release notes. We are not charmed by this new option and want to remove it. 

    1
  • Dave Dyson
    Zendesk Community Manager
    Hi Paulina, 
     
    The "assign" link was announced here: Announcing assign links in the Zendesk Agent Workspace. This has been a popular feature in our Standard Agent Interface, and so we enabled it in the Agent Workspace as well. There's not a way to disable it, I'm afraid.
     
    -3
  • Nadav Shamgar

    Dave,

    The main issue I think with the "Assign" button, is that it shows up also under the agent that is currently assigned.
    This means it would usually show up under most of the comments in the ticket (as they are done by that assignee probably). So this is confusing because as an agent, when I'm on a ticket and I see the word "Assign" under my name, I'm instantly not sure I'm actually assigned already.

    It would have been better in my opinion to show it only under other agents, and maybe highlight the assigned agent in a different way.

    1
  • Dave Dyson
    Zendesk Community Manager
    Hi Nadav,
     
    Thanks for this feedback – for visibility to our product team, would you mind posting your feedback to our Feedback - Ticketing System (Support) topic, using our Product Feedback Post Template?
    0

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