| Announced on | Rollout starts | Rollout ends |
| May 7, 2024 | July 8, 2024 | July 31, 2024 |
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 this release, 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: A new look and feel
- Why is Zendesk making these changes?
- What do I need to do?
Example of the new look
Here’s an example of the improved ticket conversation interface. See What's changing?
What's changing? Phase 1: A new look and feel
This section describes what’s changing for the Phase 1 of the release, starting July 8, 2024. 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.
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Assign location, timestamp location
The assign link and timestamp appear closer to the message title.
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Channel identifiers
The text for channel descriptions in messages have been replaced by icons and include an available tooltip.
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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.
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Message grouping
In a ticket, the header is not repeated for messages from the same customer (within 1 minute). You can hover your mouse over a message in a group to see the exact time it was sent.
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Message seen, read, and delivered
These icons have moved closer to the message title to make them easier to see.
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Borders for call recordings
No changes
Ticket redaction and side conversations
No changes
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?
You don't need to do anything. This change will roll out automatically to all accounts with the Agent Workspace.
The improved conversation experience is currently available as a beta release until July 8, 2024. You can sign up for the beta here. We encourage you to participate in the beta to prepare for this default experience.
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.