|Announced on||Rollout ends|
|February 3, 2023||March 2, 2023|
Zendesk is introducing a new, unified look for the Requester field in Support tickets.
This article includes the following sections:
- What’s changing?
- Before the change
- After the change
- What do I need to do?
- Why is Zendesk doing this?
Zendesk is unifying the Requester field interface in Support to provide a consistent look and feel. This change will ensure the Requester field works the same in the standard agent interface and in the Zendesk Agent Workspace.
With this change:
- The Requester field will always be visible in ticket properties when an agent is creating or editing a ticket.
- The link to change a requester will be removed from the standard agent interface.
This change enables a consistent experience for agents when they work on the remaining ticket fields. No features or functions have been added or removed. The following sections show you what has changed.
Before the change
This section shows what the field looked like before in the standard agent interface. The Requester field is hidden unless an agent clicks the link in the header of the ticket to change the requester.
After the change
This section shows what the field looks like after the change. The Requester field is now always displayed, making the look consistent with the remaining fields in a ticket.
The ticket is from the requester, Thomas Jones.
To change the requester, add a new user with a valid email address or search for a requester. Email addresses are listed as part of the requester name. See Changing the ticket requester for details.
What do I need to do?
You don’t need to do anything. Your account will be updated automatically regardless of whether the Agent Workspace is activated or deactivated. Zendesk has begun rolling out this change to a small number of customers. If you don't see it yet, expect to see this change by March 2, 2023.
Why is Zendesk doing this?
Previously, Zendesk had to maintain an additional logic for the different way of toggling the display of the Requester field when you switched from the standard agent interface to the Zendesk Agent Workspace. This interface change provides consistency with the remaining ticket fields and minimizes the rework for ongoing changes.
Any chance you can improve the look of the Agent Workspace? It still looks behind the Standard Interface, ie the Subject of the ticket needs to be bigger and bolder and add the horizontal lines between Posts?
Also, how do we see how the ticket was logged - the part where in the standard interface screenshot above it says "....via Zac Garcia from Zendesk Support"
Great update to unify the agent experience!
If anyone looking, this field can be hidden or made read-only with Zendesk's own app Ticket Field Manager.
FYI, one can install multiple instances of it in case one needs granular control over which role/group sets have access to each field.
However, agents would need access to it during ticket creation unless creating the ticket from the user's profile.
Hi. I am also interested to know what is planned to keep in the information under the Subject. Because it has already been pointed out as a negative point on the new unified interface, the loss of the small summary of the arrival information under the subject : email of the requester to whom email address support, and via whom/what
Rafael Santos Thanks for being excited with us in creating a unified agent experience and giving that additional information! If customers wish to hide the Requester field, they can certainly do so via Zendesk's Ticket Field Manager.
Darren Bell Wanting certain text on the ticket to be shown bigger and/or bolder and more or less spacing falls under the open & flexible customization experience that one of the Zendesk product teams is planning to work on when capacity permitted. As we've heard from numerous customers how it's important not only to customize where UI components get positioned and sized but also to customize what content gets displayed in what size, this granular level of flexibility is absolutely important. Thank you for raising this great need!
Darren & Anne - Thank you for this insight on how losing the summary of the ticket arrival information under the subject has been a commonly pointed out flaws on the new agent experience. I do not know the answer to what plan exists for keeping such information, but I can gladly reach out to the right product team who owns the ticket conversation log. I'll update you both here once I find out!
Hello, we got the rollout of the new view of this feature yesterday, but today it reverted back. Can someone confirm if that was intended?
Ana Jones Cory Vegel
Hi Jimmy Rufo. Yes, it was intentionally reverted back to mitigate some browser tests from failing. They're proving to be complex, but we plan to roll it out again soon within this week.
We appreciate your attention to detail and interest in this feature!
Jennifer Yim Do you have any news about the loss of the small summary of arrival information under the subject?
Hi Anne. The loss of the small summary of arrival information is independent of this Requester field UI change and is the difference by design, which was made awhile ago. The only change we've made to the summary under the subject is removing the "change" link that was next to the requester, because agents can simply change the current requester to whomever by directly interacting with the Requester field itself. Having two places to do the same function seemed to be unnecessary and unhelpful for agent efficiency.
Jennifer Yim Seen. Thanks for the confirmation
Out of interest, we see the 'Requester' field at the top left of every ticket now, which is great.
However, on `Closed` tickets, the Requester field gets removed - so we have to either click one-sub-tab over to see the 'user' view of tickets, or look at the Customer Context app.
Is there a reason that the 'Requester' field gets hidden on Closed tickets, or is that a bug?
I get that it's not editable, since it's closed... but all the other fields show up successfully, and they're non-editable too?
Hi Tim G,
That's right. The requester field is not designed to show in the ticket properties section when the ticket is already Closed. To view the requester, we have to check the one beside the ticket ID.
Thanks Arianne! Appreciate the answer :)
Out of interest, why is it designed that way (specifically removing that field when the ticket is Closed)? Just asking so that I can pass that reason onto the teams asking about it. Thank you!
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