| Announced on | Rollout starts | Rollout ends |
| March 24, 2022 | March 24, 2022 | March 30, 2022 |
What’s changing?
Zendesk is pleased to announce that you can now resize or collapse the ticket properties panel in the Zendesk Agent Workspace. Instead of remaining at a fixed width, agents can now resize the panel to match their ticket management needs. This feature is particularly useful if you’re working on tickets with a lot of fields, or if you need a wider conversation pane. For details on how to resize the panel, read the article.
As part of this change, we’re also expanding the size of the ticket footer. See this Announcement for details.
Why is Zendesk making this change?
Ticket properties panel resizing is the next step in our journey to make the ticket interface adaptable to our customers’ needs. You can now resize both the ticket properties panel and the context panel in the Zendesk Agent Workspace.
What do I need to do?
You don’t need to do anything. For anyone who has the Zendesk Agent Workspace activated, your account will be updated automatically.
5 Comments
Hello,
This looks like a nice feature to finalize the full agent customization of the workspace. One thing I am wondering, what is the strategy / logic for re-arranging fields when the space is sufficient to have more than one in a single line? based on the video, I can see that they move up to the previous line, but does this apply to any type of field? I am thinking that for text areas would make sense to just keep them always through the whole available space (so in 1 line), maybe the same for multi-select, since multiple options could be selected, or for the CC field.
Regards, Alfredo
Thank you, Zendesk! I've been waiting for this for years! Many of my Zendesk instances have long Org or field names and this change is truly welcome so we can expand to see field contents easily.
Hey Alfredo Navarro
Thanks for the feedback! That’s correct, the logic for rearranging all fields when the panel is widened to fit more than one column, is to have them move up to the previous line. So the ordering would be left-to-right, top-to-bottom. We’ll look into having vertically large fields, dynamically take up the space of multiple rows, so that no extra space is wasted.
Cheers,
JJ
Hi!
Is it possible to move the Apply macro field under the message box? It has become a bit inconvenient to search for templates now (you know looking down, then to the left, right, and down again). Thanks
Hi! It would be really nice if the macros field is moved back under the message box cause now it overlaps fields on the left vertical bar where we have important information on the app, version, device, etc. Thanks.
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