Announcing a new conversation view in Sell

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  • Jean-Luc Lamarche

    How can I reverse this? Takes 7 clicks to send a text, total page refresh required between texts, I will strongly reconsider my Sell subscription with the magnitude of problems this change brings.

  • Jean-Luc Lamarche

    Until now, the only way you could see communication on Lead, Contact, and Deal cards was via the Activity feed. Which is great for seeing a timeline of events, but not for focusing on the content of the conversation.

    This was never a problem at all and highly doubt anyone ever reported this. Now if you want to look an old text message it's a needle in a haystack. Conversation tab = tons of extra clicks to accomplish what was before simple.

    If it ain't broke, don't fix it !

  • Jean-Luc Lamarche

    Issue 1. SMS displayed from old to new : have to scroll way down over years of message to stay updated in the thread.

    Issue 2. Call Bar at the bottom covers the interface. Impossible to send a text message.

    Issue 3. Conversation tab is cumbersome, to say the least. Repeating client name and user's name on EVERY single line is a huge, huge waste of real estate screen. You display "Conversations" from new to old, but you display SMS from old to new, go figure why?

    Issue 4. Keyboard shortcut "n" to create a note no longer works since you implement this.

    Issue 5. The only new way to create a note is through this little stretched box on the right when we had it plain center WITHOUT triggering an extra click!!

    Issue 6. On your mobile app, when you click on a phone number you decide to call from phone or app and message from phone or app. On desktop, only calls options are available, there should be an option to sms in the dropdown menu instead of your new blue repetitive button "start conversation" placed on the right of the screen, which is bad design 101.

    Issue 7. If you hover the blue button "start conversation" and choose sms, it brings you in 2016 or whichever year you first texted your customer, how bad is this ?!

  • Katarzyna Kurzyńska - Madej
    Zendesk Product Manager

    Hi @Jean-Luc Lamarche,

    Once again, thank you for your feedback. We're working on addressing the reported issues. 


  • Patrycja Walencik
    Zendesk Product Manager

    Due to user feedback that the new feature was too complex and difficult to use, we decided to roll back the feature and replace it by starring and opening all message types in the thread view in Sell. Rollback began on February 28, 2023.


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