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About automatically upgrading



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Lisa Kelly

Zendesk Documentation Team

Edited Dec 19, 2024


-30

164

164 comments

Hello Mucci,

we are in a very similar situation and the following worked for us (well, at least for temporary relieve), so that we are still able to support our customers and don't have to waste time on this downgrade:

  1. Contact Zendesk Support
  2. Report an issue
  3. IMPORTANT: say that it is critical (otherwise it'll be days until someone responds)
  4. Keep chatting with them until they escalate it and eventually remove you from the list of accounts that will be force fed Agent Workspace
  5. Check to make sure they really did it

1


Thanks Gabor! I did just that and was able to be removed from the list for the forced upgrade. I'm just awaiting confirmation from our CSM. Thanks again!

1


Please give us the option of staying with the Legacy ZD user interface. 

We were forced to make the switch to the new workspace and we unanimously HATED it.   

Luckily ZD support was able to revert us to the old UI but we don't want the new version and we don't need the new version.

2


Similarly, why can't ZD solve the caller ID issue.  So many of our customers are not picking up as it shows as Toll Free and they think it is a robocall.

 

1


Yes, please switch it back. Whoever came up with this idea, clearly doesn't understand user interfaces in the flow of data in a communications thread. This is 100% unnatural!

2


Yes, it would be great if it was possible for somehow to toggle between new an old version, for our usage we do not need any fancy chats or calls, only email-version. So please switch it back.

4


Hi, I've been using Zendesk for quite some time and have tried using Zendesk Agent Workspace. If we are forced to use Zendesk Agent Workspace, as users, we feel disadvantaged. Firstly, if we switch to Zendesk Agent Workspace, the history of old tickets cannot be searched. However, we still need the history of our previous emails. Is there a solution to this?

1


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Lisa Kelly

Zendesk Documentation Team

Hi Chris, 
Please contact Zendesk Customer Support to get clarification on your issue. The content in ticket comments and the ticket event log are not altered by the upgrade. Both are still searchable. 

-1


Hello 

I DO NOT WISH TO BE MIGRATED TO AGENT WORK SPACE. WE WISH TO STICK WITH THE LEGACY SYSTEM . THAT IS WHAT WE PAID FOR. NOT SURE WHY WE HAVE BEEN MIGRATED. CAN SOMEONE please HELP us.   and Roll us out of this migration from legacy to WOrkspace. WE wish to stick with previous Chat PLease help us someone. 

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Lisa Kelly

Zendesk Documentation Team

Sam, if you have issues with the migration, you need to contact Zendesk Customer Support

-3


I complete and without reservation agree with Sam Wise
The legacy system works and we like it.  The last 'upgrade' was terrible on so many levels that it literally caused our call centre to blow up as we could not navigate it fast enough.  There really was nothing redeemable about it.  Nothing like trying to explain to the CEO how ZD was changed without our knowledge or our permissions.

BTW - how is ZenDesk getting along with solving the call display issue?  Don't even get me started on the hit and miss texting functionality

2


Hi all,

 

Not too sure why it's not been mentioned more, but since a lot of peoples issues with the new interface is to do with the message order & position of the text box (that's our issues anyway), the Zendesk Layout Builder feature currently in EAP has options that allow us to set these ourselves. It doesn't show it in this article, but the EAP has the options now. https://support.zendesk.com/hc/en-us/articles/5447690090138-About-custom-layouts-with-layout-builder-EAP-

 

So with that, we can essentially just change it back to how it was ourselves. Only problem is it looks like it says this will only be available on Enterprise which is a bit gross imo - create a problem and then sell the solution.

 

But I thought I'd mention it anyway so people know that this will be an option in future.

 

0


The Major Issue with the Agent WorkSpace is Pro active message approach. Most people used ZD for Ads marketing on Landing pages. When a visitor clicks an add on Google or Bing. they land up on our page. and ZD Chat Loads up. And that Click was shown on Legacy chat.. SO our Agent pro actively Sends a Message to visitor if he/she needs help or generate lead/sale etc. and then WE as companies spend millions in training our Employees with Zendesk with past over the years and integrated this system in our 100s of landing Landing page brands etc. 

And it was working perfectly alright. IT was a simple chat system with everything that was needed BUT NOT SURE WHY/HOW? CAN ZD enforce there upgrade phase 4. of agent workspace On US WHEN WE DO NOT ALLOW IT.  its more like ZD does not care about there customer its just they are trying out new things without taking user experience into consideration. 

plus if we wish to stick with OLD legacy Chat system. and roll out of This Upgrade THE ZD does not allow it which does not make sense. THAT WE ARE BOUND AND ENFORCED TO USE SOMETHING WE DONT WANT?  Lisa Kelly DO you think That is fair. if our business model is satisfied with Legacy chat and we are paying for it. DO YOU NOT THINK WE HAVE LEGAL right to Run our business our instead of you changing our interface without consent? WE NEVER APPROVE FOR THIS. YOU SHOULD LET PEOPLE USE LEGACY CHAT SYSTEM, If they wish and companies who wish to switch to agent workspace can do so by choice. I am CONFUSED WHAT BENEFIT it would give ZENDESK  after enforcing this Agent workspace on us?

-1


The ticket has been open for 4 days now NO REPLY from ZD. nice. Ticket # 12028354

0


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Brett Bowser

Zendesk Community Manager

Hey Sam Wise,
 
Apologies for the delay and appreciate you bringing this to our attention! I checked on the ticket you referenced and it looks like we were able to get a response back out to you this morning. If there's anything else we can help with please let me know.
 
Cheers!

0


yes, i need to reactive/continue using my zendesk which i cancelled. and subscription will be finished on 7th November,. not sure how to reactivate since it says Contact support and Support seem to be creating only Tickets. Not doing anything. Can anyone help me. everyone seem to refer me to my account manager WHO IS NO WHERE TO BE FOUND FOR PAST 2 WEEKS. 

0


Also, I need to add 3 more new agents. But Not using the Same zendesk script. As these 3 or 4 new agents will be using, Whole another Brand and its a Different team. Different department. So WE don't want them mixed up or Handling customers from our Current team. Hence what we seek is (as per support that we need to upgrade to Suite Growth and Create Group and Add agents there. and then Create Multiple classic Web Widgit or whatever) So we will get a New zendesk Script. (WHILE MAKING SURE WE CONTINUE USING LEGACY CHAT INTERFACE) DO NOT WANT TO Switch TO NEW AGENT WORKSPACE. 

0


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Brett Bowser

Zendesk Community Manager

Sam Wise Thanks again for following up! I've reached out to your AE directly to see if we can get a response back out ASAP. I'll continue to monitor your ticket and let me know if there's anything else I can help with in the meantime. 

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JJ Miclat

Zendesk Product Manager

Hey folks!

Extending a warm invite for everyone on this thread to join us on Tuesday, November 14th at 11 AM CDT for our live PM Roundtable on Layout Builder for Agent Workspace community event, where you'll get to live chat with Paul Von, myself, and other PMs looking after customization at Zendesk.

We'll be going over the 2024 roadmap and long-term vision of Layout Builder, in addition to our customization strategy around Agent Workspace.

We'll then open it up to the floor for discussion on any questions regarding Layout Builder, feedback on the current state of the product, feedback on our roadmap, feature requests regarding Agent Workspace customization that you would like to see us bake in, sharing best practices around creating custom layouts, and so much more.

We'd love to see y'all there!

Cheers,
JJ

-1


WIll this upgrade incur any cost changes to my current subscription? 

0


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Neil

Zendesk Customer Care

Hi clickbooq support,
 
Activating the agent workspace option has no additional cost if you are already subscribed to Support Team, Professional, Enterprise or any of. the Suite plans. 

0


We have tried to switch to the new environment twice and it doesn't work the same way we need like the current one.  If this is forced we will have to consider switching to something that is email based and not centered around chat.  We use chat but the way you guys do it is not helpful.  We want to see all customers in our chat screen.  Along with lack of AI features, Zendesk is far behind in the game and becoming stagnant.

2


Zendesk,

In the new UI, how does one enter Description? We create tickets on behalf of our customers and communicate with them via email support. In the current UI, it allows me to do so but in the new UI, the Description doesn't allow any inputs. Can you please explain how to add a description for the ticket?

0


So, what does this mean for our users that have single sign on enabled?  How will that work?  I am scared to make the switch because I don't know what this thing looks like.  We never received a demo or anything. I never got an email.  I just saw the notification in Zendesk.

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Lisa Kelly

Zendesk Documentation Team

Ahall
 Upgrading to the Agent Workspace will not impact single sign on. For more information on upgrading, start with the resources linked in this document: Resources for upgrading to the Zendesk Agent Workspace. If you have further questions, contact Zendesk Customer Support. 

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Lisa Kelly, do you have an answer to the question I asked?

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Lisa Kelly

Zendesk Documentation Team

No Sharma, I don't. Sorry! 
It depends on what fields you have in your tickets. I recommend contacting Zendesk Customer Support to help you with your specific issue.  As a general rule, to enter information into a ticket, you need to type in the ticket composer, then click Submit. See example below. 

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Thanks, Lisa. I will reach out to customer support but just to let you know. 

Here is the screenshot of where a Description can be entered when creating a ticket using the old UI. All fields are editable

Here is the screenshot of the new UI. No place to enter a description. And, to make matters worse, it won't allow me to save the ticket because it is asking for a description.

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Lisa Kelly

Zendesk Documentation Team

Thanks for explaining, Sharma! Have you tired typing in the composer to add a Description? In other words, typing in the Public reply (or Internal note) area at the bottom of the ticket.

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Typing in the public reply area sends out the message to the user. We don't want that yet without creating a ticket to begin with (that's how it has been working in the current (old) UI). It won't allow me to switch to Private notes too. In fact, Private notes won't even show up.

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