| Announced on | Rollout starts | Rollout ends |
| March 24, 2022 | March 24, 2022 | March 30, 2022 |
What’s changing?
Zendesk is expanding the footer in tickets to span across the entire length of the ticket interface in the Zendesk Agent Workspace. Previously, the footer did not stretch across the bottom of the ticket properties panel. See images below.
Before
After
This is a layout change only. No features or functions have been removed. Agents may notice that the location of the Apply macro drop-down has moved slightly.
Why is Zendesk making this change?
This update provides us with the foundation for resizing the ticket properties panel. See this article for details.
What do I need to do?
You don’t need to do anything. For anyone who has the Zendesk Agent Workspace enabled, your account will be updated automatically.
14 Comments
Is this for all accounts? Or only for accounts with agent workspace enabled?
It seems like this is going to be enforced and not a choice for the Zendesk admins - is this correct?
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?
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.
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.
Hello,
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,
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.
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 https://support.zendesk.com/hc/en-us/articles/4418444462618.
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)
Hiya,
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!
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.
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.
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
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.
Please sign in to leave a comment.