|Announced on||Rollout starts||Rollout ends|
|March 1, 2023||March 1, 2023||March 23, 2023|
We’ve been listening to feedback from agents and admins who have migrated to the Zendesk Agent Workspace. We are excited to introduce new ways to view the Information in our ticket tabs to enhance the navigation experience.
This announcement includes the following topics:
What is changing?
The change includes the following two types of ticket tabs.
Tabs representing Email, API, and system tickets
Tab titles representing email, API, or system-generated tickets will now show the ticket subject in the title and the ticket ID in the subtitles to make navigation easier.
Title: Requester Name
Title: Ticket Subject
Tabs for Chat tickets
Tab titles representing Chat tickets where a chat session has concluded.
Title: Requester Name
Title: Ticket Subject
To learn more about ticket tabs, see Using ticket tabs to manage conversions.
What is NOT changing?
Tabs representing Messaging conversations or open chats will continue to show requester name in the Title and the last message + typing indicator in the subtitle.
Why is Zendesk making this change?
We’ve heard your feedback regarding tabs in the Agent Workspace and want to make it easier for agents to work across historical tickets and new product tickets. Some pain points that surfaced include clicking the wrong tab, repetitive clicking multiple tabs to find the right one, and entering responses in the wrong tab. Some examples use cases you might have encountered are shown below:
- Multiple tickets submitted by a single user, where historical or concurrent tickets need to be evaluated or compared.
- B2B use cases, where tickets from multiple stakeholders may be submitted about the same concern, and the agent needs to review these multiple tickets in the course of resolving an issue.
What do I need to do?
You don't need to do anything. This change will be automatically rolled out to your account.
Thanks for making this change!
A better way of handling this would have been to include a new configuration option so people can choose which view they prefer.
I agree with Matthias Miltenberger,
Zendesk, we want to configure our own instances! Each of your customers have differing requirements. Why not make this dynamic and let us choose how ticket tabs display??
+1 to Heather, Matthias. While I like this change, I have teammates who will be sad to see this (requester) representation of the tabs go. Configuration for this in the future would definitely be much appreciated still!
Matthias, Heather, and Joshua. Glad you like the change! Tab configuration is not on the 2023 roadmap. But can you post your use case to our Feedback on the ticketing system (Support) topic, using this template to format your feedback.
Wonderful news - this was the biggest blocker for my team when considering moving to the Agent Workspace.
Major UI changes, and this may count as one, should have a time interval between announcement and "Rollout start". +1 on having this as customizable, as there are Pros and Cons for each.
I'd be rather frustrated to see some things change without having time in advance to have it cascade to all of agents.
If you consider specialized agents who handle very similar tickets, they'll often deal with dozens of tickets with the same subject, so both Subject and Requester name are useful.
I present below a suggestion of how I'd prefer to have the tabs' structure:
However, while #871 fits fine, seeing ticket #15000000 there wouldn't look as great. Nevertheless, I'm sure there's a way to show all of these. I wouldn't even mind having 3 rows per tab, either limiting their empty space or increasing their height.
OK. Now make it so tickets fully load so Agents can use the browsers Find/Search function to find specific content in large tickets. Please. Let's stop going backwards on features and calling it an "Upgrade" when it is definitely a Downgrade!
It is a little hard for me to hear that you want us to file a feature request when we HAVE DONE SO ALREADY multiple times. The last time Zendesk changed this, we all spoke up. It didn't change, we were stuck. Now you changed it again and we have to file feature requests again?
What socialization did you do about this change with your customers?
What voice of the customer program did you show this to?
Who did you solicit feedback from?
How can we be better heard in the processes?
I think these kinds of changes are hard to swallow when we don't get a voice in it and it happens more than once.
I will forward your comments along to the Product Management team.
I think an obvious next step is to let us pick up any ticket attributes and create contextual tabs (and the ability to group them) :-)
I really like the mockup you created, would love to see something like this Zendesk!
Our team will be very glad about this change.
hi, our agents also requested that the ordering of the tabs should be editable, they would prefer to organize themselves or on admin level the ordering of the tabs: like newest one on the left, or in the queue on the right, and so on
Rafael Santos +1 to your mockup. The new rollout is nice as it is closer to what the old UI looked like as it was a pain point to go into each ticket to get the number. But, I like the idea of having all 3. Why settle for 2?
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