New features

Completed

14 Comments

  • Official comment
    Yunen Yeo

    Hi all,
    Thanks for taking the time to explain and elaborate your workflow I am working with the team to try and bring back the logged in agent list onto the side navigation panel, and we ask for your patience in the meantime.

    For the smaller windows problem, we will continue to investigate and look into it for the time being.

    Thank you all for your feedback, and please free to comment anytime to help make Zopim better

  • Jacob J Christensen - Cloudhuset A/S
    Community Moderator

    Hi Molly,

    Yep, you're not alone. That particular change isn't sitting well with my team either.

    See the New look for Zopim announcement here.

    2
  • Eddie Heinz

    Hello,

    We agree as well.  The new interface is a little bulky, we can't see as much detail as prior interface and the agent status part isn't something we like either.

    Hopefully they look at another solution.

    1
  • Camille

    I couldn't agree more. I prefer the old one. This one is just too huge.

    2
  • Brandon

    Very much agree with all of the above. A little bulky and can't view as much information at a glance as before.

    1
  • Yunen Yeo

    Hi all,

    Thank you for your feedback.

    @Molly & Jacob, the reason why we took out the agent list on the side panel is because that list is not scalable beyond 10 agents, We will look into your comments and see how we can make it easier to do inter-agent chats and try to make it less annoying for your agents!

    @Eddie, Camille & Brandon, if you can elaborate on the specific pages where the extra spacing is affecting your workflow, it can help us better understand how we can improve the design.

     

    0
  • Eddie Heinz

    Hello Yunen,

    My comments were directed mainly at the lists on the Visitors tab.

    I can see about 16 active visitors without scrolling today.

    With the old version, I could see almost all up to the show more button.

    We were more concerned with the agent status piece.

    Thanks.

    1
  • Camille

    I think the padding is just too big. And the sidebar scrollbar is just too irritating. I prefer to have the scrollbar at the right of the page only, than to move my mouse and hover that tiny black scrollbar (the one with the submenu).

    Probably I'm looking for something like the wordpress backend, sticky sidebar, but the scrollbar remains at the right of the screen. 

    0
  • Brandon

    My biggest issue is with the increased height of the header on the Visitors page. It limits how many visitors you can view without scrolling. There is a lot of wasted real estate. Why not put that on the same line as the grouping drop down and search box. The spacing around the grouping sections seems a little excessive as well.

    Other than that the other thing is being able to view the Agents that are logged in without having to make two clicks. I understand it may not be useful for accounts that have more then X number of agents, but for the smaller shops it is very useful.

    One other nice to have would be to have a section expanded in the case there is only one. For example on the agents list if an account only has 1 department the list of agents under this department should be expanded since there is only one because it makes for an extra click.

    0
  • Yunen Yeo

    @Eddie, Will you be able to elaborate why it's crucial for you to see more visitors at one glance?

    @Camille, if you can provide a screenshot and reference the sidebars, that will be great.

    @Brandon, same as Eddie. If you are able to elaborate why it's crucial for your to see more visitors at one glance, it can help our designers better. I hear you on the extra click for the team modal, will definitely look into it.

    Thanks all, for spending the time to elaborate on your needs and how we can improve Zopim for you.

    0
  • SOS Devoirs

    We also don't like not seeing other agents on the left column panel. We often exchange information between agents because of the nature of our service. Please make access to other live agents easier please. Thank you 

    0
  • SOS Devoirs

    @Yunen inter-agent chats is essential to our service. 

    0
  • Brandon

    Viewing as many users as possible helps us easily monitor, communicate and service our customers.

     

    1
  • Ramin Shokrizadeh
    Zendesk Product Manager

    Hi folk,

    Quick update: The team just deployed an update that brought the Team tab/agent list to the main side navigation bar based on your feedback after the redesign.

    There are some other updates in the pipeline to address other points brought up, nothing to share at the moment.

    Thanks,
    Ramin

    0

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