| Announced on | Rollout starts | Rollout ends |
| July 25, 2024 | July 17, 2024 | July 25, 2024 |
We're rolling out new visual elements within the Agent Workspace ticket interface, specifically the capability to display messages that include the carousel and quick reply messaging options in a ticket. This update makes customer conversations more informative and visually engaging for agents.
This announcement includes the following topics:
What is changing?
The Agent Workspace now supports the display of the carousel and quick reply messaging options in the ticket interface. Customers use these elements during their support journey, giving agents a more complete understanding of the customer experience.
Why is Zendesk making this change?
Until now, agents could only view these rich messages as plain text, making it harder to locate customer input. With this update, Zendesk is improving agent visibility into the types of rich content their customers see and interact with. This change will streamline the support process by giving agents clearer insights into customer preferences and actions.
What do I need to do?
Familiarize yourself with how carousels and quick replies work. They will appear in Agent Workspace as they do in customer conversations.
If you have the improved messaging backend, these new capabilities have been automatically added to your account. If you don't have the backend yet, the new features will be made available once its rollout is complete.
Carousel in Agent Workspace (Add carousel step in bot builder):
Quick reply in Agent Workspace (Present options step in bot builder):
Use these elements during customer interactions to ensure you're fully informed of customer choices and inputs in real time. The information in these messages can't currently be redacted, but we hope to add redaction in a future update.
See Channel capabilities for a comprehensive list of feature support for rich messages and more.
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.