Announced on | Rollout starts | Rollout ends |
Aug 2, 2024 | July 29, 2024 | Aug 1, 2024 |
We've rolled out the ability to display more complex visual elements within the Agent Workspace ticket interface. You can now display:
- Messages that include text, actions, and images. For example:
-
Structured forms that customers fill out. For example:
This update helps make customer conversations more informative and visually engaging for agents.
This announcement includes the following topics:
- What is changing?
- Why is Zendesk making this change?
- What do I need to do?
- Where can I find more information?
What is changing?
The Agent Workspace now supports the display of more rich messages in the ticket interface.
Why is Zendesk making this change?
Until now, agents could only view incomplete information from these rich messages, making it sometimes more difficult for them to understand the customer's needs. With this update, we've added more rich message support to help agents understand tickets.
What do I need to do?
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.
The following limitations apply to the new rich message support:
- Redaction for information in form messages is supported.
- Redaction for information in messages that include mixed text, images, and actions are not currently supported.
Where can I find more information?
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.
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