Dear Zendesk Customers,
Agent Workspace is Zendesk's modern omnichannel solution so businesses can meet their customers on whatever channel they are on without losing context. The majority of Zendesk customers are on Agent Workspace. In the aggregate, the average customer (both email-centric and messaging-centric) experiences a noticeable improvement in TTR (time to resolution) and FRT (first reply time).
As all new Zendesk Support functionality is only being built on Agent Workspace, we envision a day when Agent Workspace is the default and only experience. We can only make that happen once everyone is productive on it.
We've recently shipped functionality as a direct result of customer feedback, including (but not limited to) tab titles now displaying ticket subject instead of requester name, idle timeout for Messaging, inline macros, color text improvements, email truncation alerts, markdown enhancements, custom ticket statuses, omnichannel routing, unified agent statuses, and more.
We will continue to work on functionality that solves long-requested customer issues around how businesses build relationships with their customers, from redesigning the Agent Home to building custom interfaces on Zendesk, offering native AI capabilities for better triage/resolution, integrating Zendesk with open-source LLMs, just to name a few.
At the core of it, there are still two significant escalations that we have heard from all of you around the new experience:
- Zendesk customers should be able to configure if they prefer the composer/editor to be above the conversation log or have it be below it.
- Zendesk customers should be able to configure if they want the newest message at the top of the conversation log and the oldest message at the bottom of the conversation log - or the inverse of that.
For the first point, a product in the works may potentially open up the capability to solve this down the line.
For the second, we're actively conducting deep research on customer pain points experienced from the flipped ordering of messages regarding productivity loss. We're releasing a series of enhancements that attempt to solve the core problem rather than cater to the proposed solution. If that doesn't work, we'll return to the drawing board.
Please keep sharing your feedback, we really appreciate your collaboration.
Jon Aniano, Kolten Kittleson, Mo Rizvi, Amisha Sharma, Emily Reidy, Devan La Spisa, JJ Miclat