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142 Comments

  • Dane
    Zendesk Engineering
    Hi Scott,

    Normally, our Product Managers will provide an update directly regarding such information. I'm hoping for everyone's patience regarding this and always keep an eye on our Zendesk update page.
    0
  • Olivier MAS

    Unfortunately it is not right Dane .

    Actually, if I put my CustomField on top of all field (even standars one), on Standard Interface left panel I can have :

    1.Assignee [Standard]
    2.CCs [Standard]
    3.Tags [Standard]
    4.MyCustomField
    5.Type [Standard]
    6.Priority [Standard]
     
     
    The proof with this screenshot : Summary and Details are in top of Type and Priority. https://owncloud.endirectv.com/index.php/s/oIt2YwTUPSBvmc6 
    Which is usefull because we can see it easily.
     
     
    On the new Agent Workspace I get :
     
    1.Requester [no information in admin panel]
    2.Assignee [Standard]
    3.CCs [Standard]
    4.Tags [Standard]
    5.Type [Standard]
    6.Priority [Standard]
    7.MyCustomField
     
    Regards
    Olivier
    0
  • Josh Cauchi

    Would someone from Zendesk be able to confirm whether or not this intended change to reverse the flow of conversation is forcibly going ahead or is at the very least being put behind configuration setting? Our company works entirely via email and this change if it goes through is going to render Zendesk useless to us...

    8
  • Scott Patterson

    No response from Zendesk Product Managers on this one which is a bit frustrating when the user feedback seems to be negative and with the same issues being mentioned but not addressed.

     

    After using the interface for a bit here is a list of specific issues we have seen so far - https://support.zendesk.com/hc/en-us/community/posts/5460204876698-Agent-Workspace-Various-Issues

    3
  • Matthew Ghazal

    This is obscenely frustrating. Our company does not use chat or any other kind of support. We just use email, and for email purposes the standalone support view is so much better. There are also minor quality of life issues, like (as others have pointed out) the sort order of the thread being oldest to newest, and the fact that the fields are more spaced out in the context view, wasting a bunch of space.

    Any thread of loyalty I had to Zendesk has been lost at this point. I'd like to say it explicitly: I am going to do everything I can to switch our team away from Zendesk and towards a company that actually serves their customers.

    3
  • Gábor Körtvélyessy

    Thank you for sharing Matthew - your words capture our situation perfectly. It is plain sad to see that legitimate customer requirements are flat-out ignored and trampled on.

    0
  • Jesper Faurby

    Does anyone know some Zendesk alternatives that are better suited for email support?

    4
  • JJ Miclat
    Zendesk Product Manager

    Hey Olivier MAS!

    Placing custom field(s) in a form above the type/priority fields should keep them there (also just double-confirmed this in my demo account), this looks like an issue/regression you’re experiencing, could you file a ticket to our support team so that they could help you troubleshoot? https://support.zendesk.com/hc/en-us/articles/4408843597850-Contacting-Zendesk-Customer-Support

    Cheers,
    JJ

    0
  • JJ Miclat
    Zendesk Product Manager

    And hey y'all!

    We hear you, in Agent Workspace the position of the conversation log is now at the top and the composer is at the bottom, and the order of messages in the conversation log is now oldest-to-newest, top-to-bottom.

    We’ve found that the majority of the tens of thousands of customers who are on Agent Workspace are more productive in terms of ticket resolution time (TTR) and first resolution time (FRT), so we would encourage you to try Agent Workspace for a little bit as your agents may quickly acclimate to the changes. Though, not all customers experience productivity gains, so our PMs plan to explore different ways to improve the current experience so that everyone could benefit.

    If you would like to be opted-out of this round of activations or if you've been migrated and you wish to roll back, our Advocacy team would be able to help you out. This article guide you on how to reach out to them: https://support.zendesk.com/hc/en-us/articles/4408843597850-Contacting-Zendesk-Customer-Support

    Cheers,
    JJ

    -1
  • Gábor Körtvélyessy

    Hello JJ Miclat,

    what does the following mean?

    We hear you, the positions of the conversation log and the composer have swapped places, and the order of messages in the conversation log is now oldest-to-newest, top-to-bottom.

    For all of us that support exclusively via email, does it mean that we now do have the option to put the composer at the top and to see the newest messages at the top in Agent Workspace?

    And also, why don't you provide ALL customers with an Agent Workspace sandbox? This would help alleviate fears, allow teams to be prepared for the migration, and gives everyone the chance to give relevant feedback before being thrown in the deep end with an interface that makes their work harder.

    Regarding the improvements in TTR and FRT, could it be that accounts that rely on messaging etc. did see an improvement, while accounts that handle more complex issues via email have hesitated with the switch?

    2
  • JJ Miclat
    Zendesk Product Manager

    Hey Gábor Körtvélyessy!

    For all of us that support exclusively via email, does it mean that we now do have the option to put the composer at the top and to see the newest messages at the top in Agent Workspace?

    In AW, the composer is at the bottom instead of the top. Our product team is considering / assessing functionality to make composer/log positioning interchangeable.

    why don't you provide ALL customers with an Agent Workspace sandbox?

    Believe me, we would if we could. Sandboxes are only available to accounts on the Enterprise plan, as they would pose significant cost overhead to the business if they were available to all accounts, unfortunately. That being said, customers in the past have spun up Zendesk trial accounts to successfully test out Agent Workspace before enabling it in their accounts.

    Regarding the improvements in TTR and FRT, could it be that accounts that rely on messaging etc. did see an improvement

    Our data science team took a look at TTR / FRT across all accounts in aggregate that have turned on AW, so the improvement was a conflation between messaging-centric accounts and email-centric accounts.

    0
  • Cassandra Hunt

    We were just forced to the new Agent Workspace, this is extremely frustrating.  We do not utilize chat and socials.  The entire design is upside down which is hard to learn when you are taking live calls back to back, and the action box where we write our external reply's to our clients in support tickets used to default back to internal once sent.  Now when you send an external email it stays external, maximizing  the risk of an Agent sending the following internal documentation note out to a client. Also, when we are drafting our emails in internal and we flip to external to send, now everything deletes.  NOT A FAN!!!!!!!!!!!!!!!

    2
  • Lisa Kelly
    Zendesk Documentation Team

    Hi Cassandra
    I'm sorry you're not happy with the experience. Here are a couple tips that may help. 

    • Content is not lost when you flip from Internal to External. The information is saved in two separate buffers. See Saving drafts across channels for more information. 
    • You can enable Draft mode to prevent sending comments to customers by mistake. See Writing drafts of public replies in tickets. Draft mode persists across tickets, so you don't have to keep resetting it. 
    0
  • Dan Sørensen

    Are you still intending to forcefully move everyone to workspace? I can see this entry has been updated lately. We were put back on the "legacy" and i sincerly hope we stay there. Your insistence on forcing an irrelevant UI towards customers that use Zendesk for b2b mail based support is quite frankly worrying.

    I cant use "we are listening" for anything, unless you act on it. If you force us to workflow without addressing the need for oldest first and composer on top and the other major concerns we are going to actively start looking for a replacement, its that simple

    5
  • Cassandra Hunt

    Lisa-Kelly When we are drafting our email in the internal setting, and then click external to send the email, the information disappears.  It remains saved back on the internal setting.  This is a nuances and causes extra steps.  Further, the did locate the Draft mode for the external setting since now it stays in that mode, but again this create extra steps.  We are a very high volume support center.  The interface moving the most recent message to the bottom of the screen is not user friendly at all.  Our team is 100% unhappy with the forced change.  What steps do we need to take to be moved back to the old interface?

    1
  • Lisa Kelly
    Zendesk Documentation Team

    Hi Cassandra, 
    Please refer to this previous post for rollback information
    https://support.zendesk.com/hc/en-us/articles/4484160121498/comments/5532403680026

    -1
  • Shlomo Partouche-Sebban

    Dear Zendesk Support Team,

    We are using Zendesk for almost 13 years. 
    I am writing to request your assistance with the new interface. We have to switch to the new Workspace interface, but it is not adapted to the way we are working. We are working in email only mode. We are experiencing difficulties with the new interface and would like to request your help in resolving these issues. The new interface doesn't seem to suit the way we work today.

    Could you please provide us with some guidance on how we can adapt to the new interface? We would appreciate any assistance you can provide.

    Thank you for your time and attention.

    1
  • Will Fitzpatrick

    I am the admin and was just notified of this "upgrade" today via a banner in Zendesk this morning/ We have until July 18 to get all our people trained during quarter end and fiscal year end!?... Perhaps if we did not have 5 different Zendesk account reps assigned to our account in the past 2 years. Someone from Zendesk could properly facilitate these types of changes. Just one month after we were notified of a 20% increase in price. 

    1
  • Carla Mitchell

    I have gone through all the comments on this string plus the ones on Agent Workspace - various issues.

    It gives me no confidence in moving to this new Agent Workspace!  We are primarily an email support team - we dont use chat bots or direct chat channels to talk to our clients. We do NOT need these "extra's".  All that I have read shows that this part of their "Agent Workspace" has been downgraded/less efficient.

    • email responses where latest is at the bottom ... (Seriously??) This may have been addressed although it's very hard to tell with the feedback from Zendesk
    • swapping between external and internal comments - takes 2 clicks now instead of 1 - really??  This is as of April 2023 but no further comments

    Can we at least get an update on where email support stands on this new "agent workforce agent'?  What are the differences between legacy and the new interface?  

     

    1
  • Lisa Kelly
    Zendesk Documentation Team

    Hi Carla
    Here's a Quick reference article that describes some of the basic differences between the Zendesk Agent Workspace and the standard agent interface. Also, to help you minimize clicks, you might consider using Draft mode. If you have issues with your migration, contact Zendesk Custom Support.  

    -1
  • Will Fitzpatrick

    The Zendesk Customer Support link just posted...

    oops

    The page you were looking for doesn't exist

    0
  • Lisa Kelly
    Zendesk Documentation Team

    Hi Shiomo,
    There are several articles to help you with your migration. I recommend starting with this one: Resources for upgrading to the Zendesk Agent Workspace. You can also use this curated search for Agent Workspace on our Zendesk Support website. If you still need help, contact, Zendesk Customer Support

    -1
  • Lisa Kelly
    Zendesk Documentation Team

    The contact Zendesk Customer Support link is fixed. Thanks, Will

    -1
  • Patrick

    With all this talk of switching channels, are we FINALLY able to easily swap our sending email address? We are currently using that barely-functional Select An Address app that Zendesk made, but that app really isn't a proper solution.

    We exclusively use email, so this forced upgrade is already looking to be very obnoxious.

    0
  • Diana

    I thought I was alone at hating the new layout. Having the typing box right at the top is a super useful location, switching to any other way can only be seen as a downgrade, and I'm clearly not alone here. We've tried switching our team to the agent workspace on more than one instance, and switched it back because everything was less functional and useful than on the regular layout, and agents complained that their work was made harder and now involved more steps. 

    This isn't an upgrade, and it's quite curious that you're forcing a downgraded mechanism to users who clearly don't appreciate it. Is this setup cheaper for you guys, or something? 

    2
  • Víctor Báez Camargo

    99% of the tickets in my company come from API. This change is, somehow affecting it. We will be better off without the change if you can do that for us please. Otherwise, you're getting us in big, big trouble.

    1
  • Lisa Kelly
    Zendesk Documentation Team

    Diana and Victor, 
    If you want to discuss these issues, contact Zendesk Customer Support. 

    -1
  • Eli Janney

    As others have mentioned, we do not desire the automatic upgrade as we are an email-only support team and the agent workspace workflow is a direct downgrade from what we're currently using.
    I can't believe Zendesk is so adamant about refusing to listen to their customers on such a terrible UI change. 

    1
  • Diana

    Guys, I've realized, this probably is a money thing for them. They worked really hard to make this new layout, but now their support team has to be well versed on two different versions of the system. They probably got tired of having to be trained on both and just decided to keep the one they liked better.

    What software review websites is Zendesk on? 

    1
  • Mucci Marinucci

    Hi all,

    As an admin in our ZD Support instance at our company, I too want to voice my concerns with being forced to upgrade to an experience that will not benefit us, but rather seem to only introduce frustration and be more of a disruption. We are setup to only serve our company employees (internal support from IT) and we only need the Support experience as we only have the email channel enabled (we support via the web portal and emails). We have no need or use for any other chat or messaging channels. I can appreciate the new interface for those companies that utilize some or all of these features, as this new experience combines all these channels and features into one global UI and UX. However, we have no need for this, and unfortunately now I need to pivot and learn about agent workspace, confirm it will not break any of our configs or integrations, and prepare all my other admins and agents for this forced upgrade and new experience in a week, when I don't have the bandwidth.

    Please reconsider forcing this experience upgrade on your customers. I don't know how Zendesk picks which customers will be forced into this experience, but you should reconsider how you make this determination and factor your customers' experiences and opinions into it.

    1

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