Announcing composer migration for the Zendesk standard agent interface

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23 Comments

  • CJ Johnson

    Will this change impact formatting already in use macros and triggers? 

     

    And is this rolling out January 10, 2022, or "already occurred" as the article states? Is this live currently for those using Agent Workspace? 

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  • Sagi M. Welzman

    Amisha Sharma

    Will this improve RTL  support  from the current state ?   

     

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  • Jonathan March
    Community Moderator

    In this article, "current editor" seems to refer to interfaces with rich content enabled. Could you please state explicitly what changes will occur for users who do not have Rich content enabled? Thanks!

     

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  • Lisa Kelly
    Zendesk Documentation Team

    Hi CJ Johnson,  This announcement is for the standard agent interface, where the new composer will be rolled out on Jan 10, 2022. The new composer is already live if you are using the Zendesk Agent Workspace. 

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  • Lisa Kelly
    Zendesk Documentation Team

    Hi Jonathan March
    The new composer supports both rich content and markdown formatting options at the same time. For more information on how markdown commands behave with the new composer, see the CKEditor column in this topic: Formatting text with Markdown.

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  • James Henline

    Text Expander apps now do not delete the trigger phrase and force an extra step of removing the trigger phrase from somewhere in the text as the editor seems to hijack some of the clipboard functionality. 

    This also is causing issues with Grammarly which also uses the clipboard to quickly replace a word. 

    This change is a breaking change that needs to be fixed ASAP. 

    At the very least the option to disable the fancy editor and enable Markdown mode needs to be available. 

    Additionally, after a number of hours with multiple tickets open I have noticed that there are times where the text field will seem to not accept text input when in reality it is accepting it, it is just not showing it for a moment, and then all of a sudden everything I typed shows up as if it were stuck in a buffer somewhere. 

    The ironic part is that this is not implemented in this user feedback forum so none of the issues exist here. 

    I hope this can be fixed soon. 

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  • Jonathan March
    Community Moderator

    Text Expander apps now do not delete the trigger phrase and force an extra step of removing the trigger phrase from somewhere in the text as the editor seems to hijack some of the clipboard functionality. 

    Our account has not yet been converted to CKEditor but given how constantly we use TextExpander, this would be a big headache. (And we're expecting the hammer to fall in the next week or two.)

    This does not appear to be a necessary problem with Markdown-to-HTML automated formatting, as the Slack editor has no problems with TextExpander.

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  • Dwight Bussman
    Zendesk Customer Care

    HeyO James Henline and Jonathan March

    Thanks for the feedback about this. I'm currently trying to reproduce this issue internally, but haven't yet observed the issue you're describing. As such, I may reach out to you within tickets to get some more clarification about when you see this issue if I'm not able to reproduce it in test. Thanks for bringing this to our attention.

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  • James Henline

    Absolutely, let's work on this and get it cleared up. 

    What do you need from me?

     

    Got the ticket, answering there.

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  • Piotr Sadziński

    Since this change has been applied (so as of today) our beloved template-pasting plugin - Clippings (Firefox-only plugin) - stopped working properly. Even if it pastes plaintext, new lines are replaced by the '@' character. :(

    Is there anything we can do to remedy this?

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  • Collin Cunninghame

    This has also broken simple OS-level text shortcuts on Mac. Our team is heavily reliant on these shortcuts, so this is crippling to our efficiency. (Macros are not a suitable alternative because they cannot be applied as efficiently as simply typing 3-4 keystrokes.)

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  • Dwight Bussman
    Zendesk Customer Care

    heyO Collin Cunninghame and Piotr Sadziński

    Our team is aware of an issue with this editor that impacts os-level multi-line text expansion within macOS. If that sounds like what you're seeing, you can contact our support team and they can link your report to the ongoing investigation so that you're informed as soon as a fix is released on this. 

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  • Piotr Sadziński

    Thanks Dwight, but I don't think it's related to my case. :) I got in touch with a CS rep via chat and sent him a HAR file for your techs to check out, we'll see how that works out. :)

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  • James Henline

    Hey Dwight, I figured this was a good spot to hop in and ask if there has been any forward movement on the issue with this update and Text Expander on Windows.

    It would seem this is affecting more than just my use case, perhaps it may be a good idea to allow per agent disabling of the new editor?

    I know personally, I rarely use anything other than bold, and I would gladly give up bold or incorporate markup tags in my expandos to be able to use them without having to constantly delete the triggers. 

    Just some thoughts, I know the devs are hard at work on it. Looking forward to a release fix soon. 

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  • Dwight Bussman
    Zendesk Customer Care
    HeyO James
     
    I'm answering here for public-consumption, but I'll also update your private ticket on this issue so you've got that reference number to follow up if needed, as this ticket is directly linked to the Developer issue. 

    The fix for the issue you describe doesn't yet have a firm release date listed, but it's assigned to a specific developer who appears to be working on it. 
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  • M. Cristina Cabello

    Unfortunately this change has removed the option to copy link address of attachments. I raised a request because of this matter. Please check if you can re-add this feature.

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  • James Henline

    Sounds like a plan Dwight.

    Thank you for the constant contact and updates. 

    Bugs happen, incompatibilities happen, no way around them really, but how Zendesk has handled this has been superb. 

    And P.S. Thanks for working with me on the dual account to keep my work email confidential, much appreciated. 

    Looking forward to that resolution.

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  • Jūlija Namavire

    Hello. Our agents are also experiencing issues after the new Zendesk editor launch starting last Thursday.  Two tickets are already raised to Zendesk support regarding our issues. For example, we experience an issue with Text Expanders (ProKeys or Auto Text Expander) and also with Grammarly. Some agents' work is slowed down significantly. 

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  • James Henline

    Jūlija, does your organization have a standardized operating environment

    In our case, our techs use a combination of company-supplied Macbook Pro's and our own personal computer setups which is a mixed environment of Windows, macOS, and Linux as the needs may arise. 

    So far the only time we have experienced an issue with TextExpander is in the Windows 10 operating environment on the latest update of Chrome. 

    It may help the Zendesk tech team to have a list of operating environments and the impact seen in each of them so that they can target for resolution of known issues.

    More data is always helpful. 

    I know personally, I have begun to experience a significant slowdown about 4 to 5 hours into my day in which I can type an entire reply then sit back and watch as the text field catches up to the input I gave it. All other windows such as chats and 3rd party things such as Meet are still operating fine, just the Zendesk ticket fields become unresponsive. Eventually, I either close and reopen the tab with Zendesk or it will crash and reopen on its own. 

    This is a new development over the last 2 weeks and has been seen by 90% of my department across all operating environments. 

    From my initial investigation, it looks like the new editor uses a hook into the clipboard which fills up quickly with longer text amounts and it is causing a crash. 

    I know the team is on it, but this is seriously hindering operations, an ability to turn off the rich formatting even per end-user would be useful at this point. 

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  • Amisha Sharma
    Zendesk Product Manager

    Hello All, thanks for engaging in this thread. Putting an update after our investigation of the reported issues with using Grammarly in the composer:

    • From looking into the issue it looks like the lag is largely caused by functions the Grammarly extension is running on every keypress. Since Grammarly is external software not owned by Zendesk we don’t have any control over this. Our recommendation is for this customers to raise this performance issue with the Grammarly team as they are the only ones that can improve their extension’s performance. We checked the extension on some other products as well and found the same results.

    We do understand this is frustrating. We will keep working on improving the composer performance as much as possible.

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  • Amisha Sharma
    Zendesk Product Manager

    Posting an update on TextExpander as well:

    • We looked into this issue and found that it seems to be an issue in the desktop-version of TextExpander, but not the TextExpander chrome extension. For context, text expander can be downloaded as a desktop app from this page https://textexpander.com/download or as a chrome extension, available here: https://chrome.google.com/webstore/detail/textexpander-for-chrome/mmfhhfjhpadoefoaahomoakamjcfcoil
    • In our testing the chrome extension worked, i.e. the preceding shortcut was removed when a shortcut was input, however, the desktop app showed a few bugs. Since the issue is fixed in one version of textexpander, and broken in another, seems like this is an issue with the textexpander software itself. Since textexpander is third-party software we don't have any control over how it works, so we would recommend customers experiencing this issue raise this problem with textexpander's support team.
    • As a workaround until the textexpander team is able to resolve this, customers can switch to using the chrome extension instead of the desktop version, and that should resolve the issue.

     

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  • James Henline

    I would like for the Zendesk team to take a step back here and look at the bigger picture. 

    Previous to this change made by Zendesk both Grammarly and Textexpander worked without issues. Additionally, I could have multiple Zendesk agent tabs open at a time all through the day and have no issues with the browser page hanging to the point of unusability before eventually crashing. 

    Further, I could use Grammarly and Textexpander in the side channel conversations popout without issue. 

    However, since making the change to CKEditor, Textexpander is inconsistent, markup no longer works forcing teams to completely rewrite existing macros, and even Zendesk native macros tend to fail, Grammarly no longer works well, and even with absolutely no plugins such as Grammarly or Textexpander running the browser will last at most 3 to 4 hours before I can type an entire response, pull out my phone, open the video camera, and begin recording before the browser responds and begins slowly typing my message character by character. 

    Or it simply hangs until it crashes, restarts, and then is perfectly fine again for another few hours. 

    Unless of course, I try to copy and paste a large amount of text, at which point the Zendesk agent interface is absolute without fail, going to hang and become unresponsive. 

    I could be convinced this is an issue with the plugins if not for the fact that this continues with or without the extensions, listed, but even then, maybe. 

    But the main reason I feel that this issue is not an issue with these other extensions is for 2 simple reasons. 

    1. This issue is not present on any other web-based platform. It is not an issue in any of the builds of the CKEditor at the official site. 

    2. This issue does not exist in the Zendesk Chat. 

    I can have Zendesk Chat open right beside the Helpdesk ticket system, and while the tickets are slow, unresponsive, buggy, and do not work with industry-standard tools, the chat is working perfectly with the same tools and no issue. Literally at the same time. 

    The only difference is that the chat is not using this new interface. 

    If this issue was due to two completely different and unrelated tools, then it would stand to reason that the issue would persist on all sites, especially on all Zendesk sites. Instead, it is only the Zendesk properties that have enabled this new text interface that experience this issue. 

    Whatever custom build was put together using the CKEditor interface is causing this issue.

    Of note, this issue, so far, has only been present in Chrome on Windows 10. The two previously-mentioned tools work fine in Chrome on a mac or windows 11.

    I fully understand that these are external tools and that Zendesk does not and should not have to change to support them. 

    But Zendesk did support them, does support them, in the chat and even in this very forum. 

    The only place this issue is present is in the Agent helpdesk interface. 

    I implore you, please do not write off previously working industry-standard tools no longer working as "not our tools".

    I will continue experimenting and logging, and if I can find the error I will immediately reach out to your development team. 

    Thank you for your time. 

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  • Amisha Sharma
    Zendesk Product Manager

    Hello All,

    Thanks for providing additional feedback.

    We have recently rolled out an optimization, which should help with our editor's responsiveness when typing. You should experience a faster typing experience. Please provide us feedback if you're experiencing any changes. Thank you!

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