Agent Workspace Issues

A few of my agents are experiencing this issue today. Has something changed in the last 24 hours? They can't scroll. The shift+tab solution above has been a temporary solution but they don't see side conversations or linked parent tickets.

Hey folks!

We appreciate your feedback on this topic and would love to hear more directly from you live. Please join us on Thursday, April 25th at 9 AM PDT for our PM Roundtable. It’ll be an open discussion on what is and isn’t working with the recent UI changes regarding Agent Workspace. So please bring those questions, concerns, or feedback!

The product team would also like feedback on enhancements they plan on making in Agent Workspace, so we can design the experience tailored to your CX needs.

The link to register can be found here, we’d love to see you all there. 

Cheers,

Kolten Kittleson

Hello CJ Johnson - I read the first comment as a part of the issue when the composer was not fixed and customers had to scroll down to get to the composer. Now, that the composer is fixed, it is always available on the screen no matter where you are in the conversation log. Tracking the order of messages request here: https://support.zendesk.com/hc/en-us/community/posts/4409222725530-Change-the-order-of-the-comments-as-an-agent-when-viewing-a-ticket

1264663901569 There still seems to be no way to change the order of comments, issue 1 in the post. Can you weigh in on this, as this states this was fixed and is marked completed? 

We recently migrated to Agent workspace and we have some ongoing complaints--

1) No ability to chat amongst agents.  With Zendesk Chat the agents would chat between themselves to collaborate on issues or give each other a heads up that a chat was about to be transferred.

2)There is no sound to notify an agent of an incoming transferred chat from another agent.  This is very helpful when you are working on multiple things at a time.

3)There is no sound notification when a client replies to an ongoing chat.  We oftentimes are working on multiple chats or tickets so that sound or better notification is needed.

4)I'm also getting complaints that it is slower to loading times with the Agent Workspace.

Thanks for reporting the issues, Tobias Hermanns. I'm documenting them and will report back updates. Would it be possible to create a new feedback post for the new issues? I ask as this one is old and the original bugs reported have been fixed so it will be easy to track these new issues if we can create a new post?

I still have 2 issues with Agent Workspace.

1. Sometimes a new comment isn't loading in open ticket tab it shows scroll down but no content equal is agent or end-user update. I need close the tab and reopen them to see new reply or reply I sent out.

2. SLOW always on many points
Multiple ticket tabs open, longer tickets, closing tab it just take time time time which is annoying.

Next new thing since today is done events will trigger twice like ticket doing one event log like add tag and some field change in a 2nd event in same minute is not able to detect first event and duplicate things.

So feel free to be in touch with me to see all issues and work on them.

Tobias

Hi Amy,

What about the issue that tabs when long idle can't get customer updates publish within the ticket?

We have so many agents need refresh the tab to see customer update which is not push to history.

Very annoying.

Thanks

Tobias