Customize Agent Workspace

14 Comments

  • Khajik Khajadourian

    +1 to this. This makes it harder for our agents to read and understand interactions. 

    4
  • Lauren Slack-Chen
    Zendesk Product Manager

    Hi Nik! 

    Thanks so much for providing this feedback. In your post, I'm seeing three separate needs, so I'll address each of them.

    1. Forwarded replies show up as internal notes and they are lengthy and unformatted

    In early 2022, we're going to be exploring improvements to our email formatting to improve readability. This includes removing extra spacing, paragraph breaks and other formatting improvements like expected visualization of bullets and numbering. It's our intention to make these improvements soon, but I can't yet commit to a timeline. I'll be back in touch on this one when I know more into when this will be built.

    2. Comment box (composer) at top vs bottom

    The intention for this move was to ensure the comment box (composer) mirrored where it lives for other messaging channels, like FB Messenger, SMS and even, email threads. We want to provide an experience that is similar to what is used digitally, day-to-day outside of Zendesk, to ensure it's intuitive for new agents. Can you share more into why it being at the top of the message thread would be easier for you than at the bottom? 

    3. Comments / replies to be separated with dividing line

    This one is on our radar. We're hoping to prioritize design exploration here to create a modern experience that will delineate between each message sent. I'll be sure to follow this thread and reach back out to you here when I have a better sense for when this will be built. 

    Thank you again for this useful feedback. Looking forward to hearing back from you re #2 here and any other thoughts/feedback you may have.

     

    0
  • Yannick

    +1 related to 2. Comment box at top vs bottom;

    For channels like FB, SMS where usually quite short messages are sent the comment-box at the bottom is fine since the entire message will directly be visible on the page.

    But when receiving long emails / mails with big signatures / mails where the formatting is incorrect (ie. when the entire emailchain is in there instead of just the last response) you have to keep on scrolling up to search what the last message was, where at first (without agent workspace) we would at first glance see the last response since it was always at the top and directly visible upon opening a ticket. 

    For now we have disabled the agent workspace again so that we can keep the comment box on top. 

    6
  • Monica

    3. Comments / replies to be separated with dividing line

    Commenting to add support for this design returning. Looking forward that improvement.

    2
  • Maik Künnemann

    There are any news about a config to have the editor on top and the comments ordered the same way as in the default old UI? The new ordering and the moved editor to the bottom are currently the obstacle to switch to the new agent wokspace. The new agent workspace is simply not suitable for main B2B email communication. See also the comments from here: https://support.zendesk.com/hc/en-us/articles/4408821259930/comments/4545739119642

    3
  • Kilian

    Regarding new Agent Workspace issues there is another request I want to share here: 

    New agent workspace, Long emails / signatures

    I have a question since I have read that some of you already switched back to the old workspace: Will this "old workspace" be supported in the future? We only use Zendesk in B to B environment and communicate mainly via email. Therefore, the new agent workspace is uncomfortable.

    0
  • Sam Woodfield

    Just checking in on Lauren Slack-Chen's comment as it is now mid 2022.

    1
  • Amisha Sharma
    Zendesk Product Manager

    Hello All,

    Thanks for providing feedback and engaging in this post. As we work on redesigning the reading and writing experience, your feedback is very valuable. I'm looking to meet with you 1:1 or in a group to get feedback on the new designs.

    Please do not post your personal information when responding to this request, but please let us know if you're open to meeting 1:1 or in a group setting to provide feedback on a few new designs. Thanks! Once we hear back from you, we'll coordinate time with you and send a calendar invite for a 30-minute session. 

    0
  • Maik Künnemann

    Hi, Amisha Sharma I'm very interested in a 1:1 - could you please send me an invite?

    Please do not post your personal information when responding to this request, but please let us know if you're open to meeting 1:1 or in a group setting to provide feedback on a few new designs. Thanks! Once we hear back from you, we'll coordinate time with you and send a calendar invite for a 30-minute session. 

    0
  • Amisha Sharma
    Zendesk Product Manager

    Maik Künnemann - Sending you an email :)

    0
  • Gail Des Jardin

    Has Zendesk made any progress towards making the location of the composer (comment box) configurable? Similar to others, we are B2B, and have no need to connect to social media chat options. The new location makes Zendesk more difficult to use, and may be enough of an impediment that we'll have to start looking at other support tools.

    2
  • Maik Künnemann

    Hello Amisha Sharma we talked about the topic from Gail. Do you have an update for this feature?

    0
  • Marko Lukač

    Hello,

    My organization also uses Zendesk for B2B support and the only channel we use is email. We would also appreciate to have the option for a more "email-like" flow of communication in a ticket, which is oldest messages on the bottom, newest at the top, with the composer at the top.

    This is a very natural UI setup for anyone that primarily relies on emails, and the new agent workspace layout is not great for us, and might make us look for other ticketing system options.

    Some of the other features of agent workspace are great, but this one really makes our jobs more difficult.

    0
  • Vasil Kolev

    The composer box being on the bottom for us is becoming a deal-breaker, as this way you lose focus on all the context that's on top (requester, organization, etc.). Having the compose box on top and the newest messages on top was one of the things the classic interface got really right and I'd love to have again.

    0

Please sign in to leave a comment.

Powered by Zendesk