Announced on | Beta rollout starts (for Phase 1) |
March 25, 2024 | March 25, 2024 |
* The Phase 2 beta rollout will occur at a later date. |
The Zendesk Agent Workspace is modernizing the look and feel of the ticket conversation interface to help agents quickly absorb and parse information in a ticket. As part of the beta program, you’ll see a new and improved look and feel.
This article includes these topics:
- Example of the new look
- What's changing?
- Phase 1: New look and feel (available now)
- Phase 2: Navigation improvements (coming soon)
- Why is Zendesk making these changes?
- What do I need to do?
Example of the new look
Here’s an example of the modernized ticket conversation interface. See What's changing?
What's changing?
Changes for Phase 1 and Phase 2 of the beta release are listed below.
Phase 1: New look and feel (available now)
This section describes what’s changing for the Phase 1 of the beta release. These are visual changes only. None of these changes impact how tickets work.
Agent badges
Agent badges have a new look making it easier to quickly distinguish between agent comments and customer comments in a ticket. Hover your mouse over the badge to see an Agent tooltip.
Before | After |
Assign location, timestamp location
The assign link and timestamp appear closer to the message title.
Before | After |
Channel identifiers
The text for channel descriptions in messages have been replaced by icons and include an available tooltip.
Before | After |
The full list of channel icons include:
Message bubbles
Messages are shaded to show where a message starts and ends. To help you distinguish between the two, shading for agent messages is different from shading for customer messages. Shading for internal notes remains the same.
Before | After |
Message grouping
In a ticket, the header is not repeated for messages from the same customer (within 5 minutes). You can hover your mouse over a message in a group to see the exact time it was sent.
Before | After |
Message seen, read, and delivered
These icons have moved closer to the message title to make them easier to see.
Before | After |
Borders for messages and call recordings
Borders around messages and call recordings include rounded, instead of square, corners.
Before | After |
Ticket redaction and side conversations
No changes
Phase 2: Navigation improvements (coming soon)
This section includes a summary of what’s changing for the Phase 2 of the beta release. These features will be rolling out over time. We’ll update this announcement with more information as each new Phase 2 feature becomes available.
- Pinned notes. You’ll be able to create notes and pin them to the top of the conversation log. This enables you to draw attention to important information about the ticket.
- Jump to oldest or newest message. The Jump to control has a new look to prevent covering part of a message. Also you can choose to jump to the oldest or newest message.
- Keyboard shortcuts. You can use simple keyboard shortcuts to navigate quickly from one message to another in a conversation.
- Collapsed view of already-read messages. After you read a message, you’ll see a collapsed view of the message when you reopen the ticket. Collapsed messages will include +show more and +show less controls.
- Filtering by agents, end users, or side conversations. In addition to filtering conversations by public replies or internal notes, you can filter them by agents, end users, or side conversations.
Why is Zendesk making these changes?
Because the Zendesk Agent Workspace provides a full, multi-channel experience, we’re upgrading the ticket interface to provide distinctive elements that are easy to identify. Tickets are much easier to scan and navigate so agents can quickly get the information they need.
What do I need to do?
The modernized conversation interface is currently available as a beta release. You can sign up for the beta here. We encourage you to participate in the beta. This program gives you and your agents a chance to test drive the interface and see what you think.
If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.