Announcing composer enhancements

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14 Comments

  • CJ Johnson

    It would be great if these announcements happened *before* the rollout started. There's no way for us to prepare agents for these changes otherwise. 

    Edit: It would also be great if a portion of an article relies on the reader to view a gif or image, if that image has alt-text. 

    2
  • CJ Johnson

    The article says " other changes will impact admins.", but that's the only time admins are mentioned. What are the impacts to admins this is introducing? 

    4
  • Lisa Kelly
    Zendesk Documentation Team

    Hi CJ, We haven't made any Admin changes, yet. But, if you Follow this article, you'll be notified when the changes are made.

    0
  • C.W. Holeman III

    Are either of these changes applicable to the Standard Editor, or just to the new (truly horrifying) Agent Workspace?

    0
  • Lisa Kelly
    Zendesk Documentation Team

    Hi CW, 

    Both are for the Agent Workspace, as the article says in each of the feature sections. 

    0
  • C.W. Holeman III

    Lisa Kelly, so once again, the Standard Workspace get zilch?

    0
  • Lisa Kelly
    Zendesk Documentation Team

    Zendesk Agent Workspace is the interface of choice for Zendesk going forward. To take advantage of the latest features and improvements, you would need to migrate from the standard agent interface.

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  • C.W. Holeman III

    The new Agent Workspace: It's Bloody Awful.

    We moved to it, and my agents revolted. It's really, really, really bad.

    It treats every interaction as though EVERYTHING is a real-time chat, and makes it hard to have coherent discussions with our clients.

    (If you need examples of this, just check out any conversations your agents are having with your clients, AKA, me.)

    ...not to mention the daily run-ins with bugs.

    0
  • Masako K

    Hi Team!

    Thanks for adding this feature!
    We applaud you and your team for your decision!

    1
  • Thomas D'Hoe
    Community Moderator

    Nice - well done! I like the Simplified hyperlinks! 

    1
  • Lisa Kelly
    Zendesk Documentation Team

    We've added an email truncation alert to composer enhancements. This feature will be rolling out to accounts over the next 24 hours. 

    Email truncation alert

    You will receive a warning message if you are composing a very large email reply that is too long and exceeds the allowed size limit (64KB). This enables you to shorten the email reply before sending. Previously, email replies that exceeded the limit were truncated without warning.  This change applies to the Zendesk Agent Workspace. 

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  • Lisa Kelly
    Zendesk Documentation Team

    We've removed outdated formatting option settings in the Zendesk Agent Workspace. This update will be rolling out to accounts over the next 24 hours. 

    Removed outdated formatting options

    The Ticket settings page in Admin Center included a choice between Markdown and Rich content for agent formatting options. But, these settings no longer apply. Both markdown and rich content are supported within the same editor. We have removed these options from the settings page. See Formatting options for agents

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  • Lisa Kelly
    Zendesk Documentation Team

    We've added a new setting to configure color text in the Zendesk Agent Workspace. 

    Color text on or off

    Admins can now turn color text on or off in the Zendesk Agent Workspace. This account-wide setting enables admins to control whether agents can add color text to ticket comments or not. See Changing text color and Formatting options for agents. This change applies to the Zendesk Agent Workspace.

    Color text is on by default in the Zendesk Agent Workspace. When color text is turned off, agents will not see a color picker in the text toolbar.

    1
  • Lisa Kelly
    Zendesk Documentation Team

    We've made some label changes to the Public by default settings for ticket comments.

    Label updates for Public by default settings

    The Agent Workspace interface has been updated to help clarify Public by default settings. This is a label change only.  The settings work as before. See Changing the default privacy of ticket comments. This change applies to the Zendesk Agent Workspace. 

    0

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