Announcing expanded ticket footers

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  • Thomas D'Hoe
    Community Moderator

    Is this for all accounts? Or only for accounts with agent workspace enabled?

  • Simon Blouner

    It seems like this is going to be enforced and not a choice for the Zendesk admins - is this correct?

  • Adrian Bishop

    This seems pointless as you've created some empty space in the bottom centre which will never have anything visible?

    I prefer to leave as it is and show more of the form on the left hand pane.

    Why the change? Is it optional?

  • CJ Johnson

    It would be really helpful if you could post these roll-outs *before* they start. This gives us no time to prepare agents for the change. 

  • Lisa Kelly
    Zendesk Documentation Team

    Hello Thomas, Simon, and Adrian
    The change is for the Zendesk Agent Workspace only. It is not configurable. As the article says, this change was required in order to support resizing the ticket properties panel

  • Nathan B


    Well, it seems like you didn't really made some Discovery for this.
    Even if we can resize the panel, having the macro button on the left is not something quite ok

    At least give us the choice to move the macro button, or place it under the text input, 

  • Rafael Santos

    This feels quite off. It should be possible to add a config option in the Tickets' settings tab to define whether this aligns to the left, right, center (with the text), or another solution.

    Announcing it and starting deploy on the same day without alternative feels inconsiderate, considering how this impacts the agent experience.

  • Daniel Heard

    Feedback from our team has not been positive with the change to moving the Macro selection all the way to the left. I undertsand why it's needed with the resizing the ticket properties, but could you align the Macro selection to the centre or use spacing to move it under the text box? There are also comments about this on the 'Resizing the ticket properties panel' announcement here

  • Kristina Dimitrova

    Agreed with all comments above:

    - placement is now Very counter-intuitive and uncomfortable - takes you out of the text-writing zone of the screen, not to mention if you really expand the properties pannel and then input is all over the place

    - features should be consulted with users, via survey, group, etc and advised prior to release 

    - there should be opt in/out for some changes or options to customise the UI from Admin Center

    We've received a lot of questions and even users reporting this as a "visual bug" because it sits so unnatural (and we weren't proactively informed)

  • Marcia Gallicchio


    Feedback from our teams is as follows:

    Resizing the left panel is a nice add, but moving the 'macro' bar all the way to the left is actually causing issues. The 'URL waiting' messages (which sometimes can lag) now covers up the macro option and you can't click it until the page is fully resolved. They noticed this minutes after the update went live.

    Ask: move the macro button back to center under the comments.

    Thanks for listening!


  • Riley

    Please move the Apply Macro button back to where it was. There's no reason why it can't be centered under the text reply box. 

  • Shayan Moussawi

    This change is really detrimental to the UI-experience within the agent workspace interface. 

    I do not see why it is not possible to move the macro-button along with the text-field as the Ticket-fields panel is resized. 

    Garnering acceptance for the agent workspace has been difficult from the start, as the UI is less intuitive than the standard agent workspace. This change unfortunately does not help the case. 


  • Nikki

    For those with concerns about Apply Macro - I don't know if this will help, but I like to use the keyboard shortcuts:

    Control-alt-M or Control-option-M


  • Trudy Slaght

    I started a dedicated feedback thread to have this fixed. I had thought it was an error made with something previous until I just now received a response indicating this was purposeful.. Agree with everything Shayan Moussawi said above. 


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