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69 Comments

  • Lisa Kelly
    Zendesk Documentation Team

    Hello Onur, For more information, see Resources for upgrading to the Zendesk Agent Workspace

    0
  • Dan Sørensen

    Since you are now forcing ppl ove to this - you obviously have ensure possibility for having latest reply on top - like we have been used to for 7 years.. RIGHT!?

    13
  • Monica Sandler

    Doesn't look like it Dan. :(

    0
  • Lisa Kelly
    Zendesk Documentation Team

    Hi Dan,
    Moving the reply box to the top of the ticket interface is a common request from Agent Workspace customers. Unfortunately, it doesn't work well for messaging-based conversations like chats and social messages, which are an integral part of the Agent Workspace design. You can request product enhancements and vote for your favorite product features on our Community site.  If you have issues with your account upgrade, contact Zendesk Customer Support

    -11
  • Dan Sørensen

    Hi Lisa,

    we bought into zendesk because it provided a good UX/UI for support, not for chat or social messages. I find it absolutely ridiculous that our experience 7 years ago was BETTER than the one we now have. 

    If the current UI less optimal for chat/social media - fine provide a different layout for them - but don't force the rest of us over to one where us that use mail is an afterthought.

    We are on the enterprise plan, but i don't feel enterprise - i feel ignored. 

    What is it exactly your stock reply should accomplish? Feature requests have been known to be left ignored for a decade (like simple split/merge features that every single basic free-to-use forum have).

    What can support do for me? Can they ensure we are not forced to an experience that simply does not fit those of us that have mail as our mail channel?

    13
  • Amund Haldorsen

    I agree with Dan - we should be able to continue using the existing interface and not be forced into something that will make it more complicated. So please postpone the "late August" deadline until you can provide an option to the Agent Workspace!

    5
  • Monica Sandler

    I agree with Dan and Amund. The folks I support are OUTSIDE of my company. I do not need to "chat" with them. As it is, MIMECAST - the spam blocker of choice in the legal sphere - typically blocks our emails from ZenDesk and we have to call our users and remind them repeatedly to check their spam folders for our responses and mark us as a safe sender. I would see that as a more critical item to address than literally turning our worlds upside down. Partner with MIMECAST, provide whatever certificates are required so response is seamless and not delayed.

    5
  • Lisa Kelly
    Zendesk Documentation Team

    Hi Folks, 
    If you have issues with automatically upgrading your account to the Zendesk Agent Workspace, contact Zendesk Customer Support

    0
  • Dan Sørensen

    Unless support can ensure we are NOT moved to workspace i dont see what that would help - but i have made a ticket to see if i can request to NOT be forced to an inferior UI

    5
  • Amund Haldorsen

    I'm also in contact with the Customer Support Center. But why do you mean this would help us Lisa Kelly? They just confirm that there is no way back... We actually started using Zendesk because the existing workflow works very well. If it's not convenient anymore, I guess we will start to investigate if we can find another system to be used instead. So, please - give it a new discussion inside your Dev / Product team before you do this - I am pretty sure you will get a lot of complaints when this change is forced on all customers.

    1
  • Dan Sørensen

    In a big surprise to nobody this is the reply i got

     

    I'm sorry to inform you that unfortunately your request to roll back to the legacy UI has been denied. This means that your account will remain set to using the Agent Workspace interface. We want you to take advantage of our latest innovations and join our customers who have already made the switch.

    To help you in the transition, we have created a resources page with more information. See Resources for upgrading to the Zendesk Agent Workspace (https://support.zendesk.com/hc/en-us/articles/4408843572762).

    7
  • Amund Haldorsen

    And that's exactly the same answer I got... :-( 

    0
  • Richy Hadlow

    I find it baffling that you would introduce a whole new UI, but break the main existing functionality. We use Zendesk for Customer Support via email. Having the latest messages on Top is a fundamental part of the that process which we have been using for years. We are not interested in Chat nor social messaging.

    Surely someone along the design, development and test process noticed this fundamental change and questioned whether your customers would actually like this?

    Can we delay this switchover until a resolution can be found, or if that's not going to happen, not do it at all?

    6
  • Jesse Papocchia

    Have to agree with many here. We're only using email so the new format seems to work in the opposite of what's always been the standard. It makes sense for chat/sms but not for email.

    I'm dismayed that markdown support was killed with no indication it would not be supported. I see now that links can be used in another way and now I'll have to spend time updating macros to support this.

    2
  • Adrian Bell

    Like many other Zendesk customer our support is B2B and all via email channel. Chats and social messages are of no interest - so it is disappointing to hear that the Workspace interface will be optimised for a scenario that is not relevant to us and we are going to have this change forced on us at a time of Zendesk's choosing.

    We started using Zendesk over 10 years when email was the only channel and it worked really well for our use case.

    Are there any options to postpone the transition? We've got a lot of going on presently and don't need unnecessary, non-value-adding disruption for our team.

    6
  • Brett Bowser
    Zendesk Community Manager

    Jesse Papocchia markdown should now be supported in Agent Workspace as mentioned in this article: Need feedback on the release of a Markdown enhancement in Agent Workspace we're continuously making improvements to Agent Workspace so please keep sharing your feedback with us!

    Adrian Bell I've created a ticket on your behalf so we can take a look at your account with you.

    Thanks!

    0
  • Richy Hadlow

    Brett Bowser could you also add me to that ticket or create one on my behalf also. I want to also postpone our migration to this Workspace. See my comments above.

     

    0
  • Dan Sørensen

    dont bother, we got rejected outright they just want you to make a ticket so its not visible in here

    This is the reply we got when creating a ticket regarding this:

    I'm sorry to inform you that unfortunately your request to roll back to the legacy UI has been denied. This means that your account will remain set to using the Agent Workspace interface. We want you to take advantage of our latest innovations and join our customers who have already made the switch.

    To help you in the transition, we have created a resources page with more information. See Resources for upgrading to the Zendesk Agent Workspace (https://support.zendesk.com/hc/en-us/articles/4408843572762).

    We sincerely appreciate the feedback on how the Composer and Conversation Log placement is not ideal for your individual workflow, and that feedback has come back to us in Product for review and discovery. 

    As for the auto-activation of this account, we did carefully review the request in combination with the use-case, however it did not qualify for a delayed activation. I do want to clarify that Zendesk is committed to this UI rollout, so we can ensure that all of our customer base can continue to receive the latest enhancements.  

    If you have other questions regarding issues or concerns, please feel free to reach back out. 

    5
  • Monica Sandler

    I would love to know what population they used to test this new interface. Who expressed the love for upside-down thread response?  Why on earth would they not give users a OPTION on the direction of response feed? Even MS gives you options on how you want to read your email and for those of us on Mac, we get to CHOOSE if we want to upgrade to the new OLK for Mac. We are not being forced into it.  I'm going to get my team involved. We may be looking for a new tool.

    6
  • David B. (L2)

    I agree.  When they changed the reporting system it was made unnecessarily complicated.  Now we are getting a change to workflow without any Beta testing to see how it works or show my employees how it works.

    This will be a disaster trying to retrain my staff on something that even I can't see how it works

     

     

    3
  • Lisa Kelly
    Zendesk Documentation Team

    Hi David
    To help prepare for the upgrade, refer to this article: Resources for upgrading to the Zendesk Agent Workspace

    -3
  • Dan Sørensen

    @david - i hope your scrollwheels is lubed and ready if your main channel is mail

    0
  • Noel Matthias

    Echoing the responses of many: Why on earth would such a radical and ridiculous change be forced on accounts that EMAIL is the primary method of communication?  Not chat.  Not social messenger.  Email.  And who on earth thought that changing the response feed direction with no option to change it as a preference was adding anything but time, training, and wasted energy?  I too will be seeking other options for our enterprise, which by the way, has used Zendesk happily for over 10 years.  This is not a value added "feature", and to again echo the responses of many, having the current response at the top of the thread is imperative to functionality and work flow.  

    7
  • Adrian Bell

    The way Zendesk has managed this comes across as arrogant. There seems to be a strategy to give the impression Zendesk cares. But the use of canned responses/macros following the same sequence for all concerned demonstrates what is effectively a charade.

    1. "Hi XXXX,
     Thank you for your feedback regarding the Agent Workspace migration. I've escalated your request to roll back to the legacy Interface for approval. I'll let you know as soon as we've evaluated your request.

    2. "Hi  XXXX​,
    I'm sorry to inform you that unfortunately your request to delay the agent workspace migration has been denied. This means that your account will continue to migrate to the Agent Workspace interface. We want you to take advantage of our latest innovations and join our customers who have already made the switch."

    It's goes back to what customers must weigh up when selecting a Cloud Vendor for their essential systems. Note all Cloud Vendors are like this. Our accounting runs on a product called Xero. There are always changes in pipeline largely brought on by Government statutory changes. The warnings from Xero come way in advance and are always crystal clear. I couldn't be happier with Xero and have been with them for more than 10 years as well.

    I'd be really interested to know of any Support Desk software that focuses on Email response, supports more than 12 views, has a customer portal, allows export of ticket data, supports a conversion of all historical data from Zendesk, has a stable product/focus and communicates with it's customers. I don't care about bots, ticket ratings, social messages, chats or Knowledge Bases. We work with Corporate Customers and use MS Teams in conjunction with our Helpdesk.

    Customers could have been warned way in advance of this significant change. They had already decided the customer would have little or no input. The timing is bad for us. Bitterly disappointed.

    8
  • Jesper Faurby

    I agree with the others here. The reason why we switched from Intercom to Zendesk 7 years ago was to avoid Intercom's small chat/message field at the bottom of all our email correspondence with our customers.

    @Zendesk product team; Please reconsider if this is the right way to go.

    7
  • David B. (L2)

    I switched over to play with it.   Integrated translation function is very nice but it is very annoying the when you switch from Private to Public comment or vice versa the comment does not carry over. Very annoying

    0
  • Monica Sandler

    David B. (L2) Any chance you can show us some screen shots? Now that you have gone down the rabbit hole, there is no turning back right? THAT is another needle in my thigh in this whole thing. No beta testers, no live pilot group, but also NO TURNING BACK, no choice. Guess what, my CEO owns our company and we will make our own choices and potentially take our dollars elsewhere, as others have said. 

    2
  • Betty Yuen-Torres

    Yes, screenshots of the changes and workflow would be extremely helpful! Will any old data be lost??

    2
  • Jest Paint - Santi

    From what I read here, it sounds like you have just gone ahead, consulted not one of your customers and made a change based on your own team decision makers who clearly don't use the product to communicate over e-mail with Zendesk.

    No sane mind would choose to see the most recent comment at the end of a conversation over e-mail. It increases time scrolling, it makes it confusing, and it ads time to retrain people right before we start with Labor Day Sale, Black Friday, Cyber Monday, Christmas... terrible time for this update, and not a well researched update. Why force something onto customers that are begging you not to? Are you not just scared you will loose them all? Aren´t our customers your focus and the reason for your company existing?
    I have left every single company that did this to us, and Zendesk I guess is the next one to go.

    SWITCH what you did wrong, acknowledge the error, postpone the changes and FIX IT, so it works in a intuitive way for EMAIL which is your main user base.

    8
  • Adrian Bell

    The new mode doesn't suit any customer that works tickets in email only mode.

    How hard it would have been for Zendesk to add to two new configuration settings:

    1. Toggle Switch (Email Only | Email, Chat, Social

    2 Thread Sort order: Oldest to Newest | Newest to Oldest.

    Mind-boggling. 

    9

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