Customize Agent Workspace
As of now, forwarded replies into Zendesk show up as very long internal notes, with no organization or cleanliness. We would like the ability to customize Agent Workspace enough to be able to move the comment box to the top of the ticket (versus the bottom), and also have replies separated by a dividing line.
Both of these things were built in and by default on previous iterations of Zendesk, so not sure why a feature that was never broken to begin with was removed. This is key to how agents and internal staff read and respond to tickets, including being able to quickly find pertinent information.
On discussions with Zendesk Support, we were told this is not a native feature that can be changed, nor is it something that engineers can non-natively do. Big feature gap.
Somehow we turned it on and 30 min later we turned it back off
We cannot migrate to Agent Workspace until we are able to move the content box and most recent message back up to the top. 99% of our ticket volume is via email. We give our customers the option to use chat, but the majority of the requests are too complicated to be handled that way.
We do not use chat yet but we still would have wanted the most recent comment up at the top
Kolten Kittleson the link you attached doesnt work at the moment.Kolten Kittleson
Zendesk Product ManagerComment actions
- October 5, 2022
We sincerely appreciate this feedback and would love to hear more about this feedback live. Please join us on Thursday, October 13th at 11 AM CST for our PM Roundtable on Agent Workspace. Live chat with us on what is and isn’t working with recent UI changes, your product experiences, and share your feedback directly with the product team.
The link to register can be found here.
The team would like to know more about how different customizations can help workflows, and learn how the plans for allowing this can better be expanded for more teams.
And also feel free to contact our Support team to learn about any possible changes already available to your accounts.
The link you have posted does not work yet again
Thanks for the heads up about the link, we should have it corrected so feel free to register.
The link can also be found here to avoid going back to my post that included it.
+1 to the reply/comment box being at the bottom of the page instead of the top. It's the major issue my team has with the new agent workspace.
Are there plans in the future to be able to change the layout of the agent workspace so that phone apps don't hide the User Data section?
Is this still an active issue? Reluctant to try if these haven't been fixed.
We were just transferred to the "agent workspace" and we have the same problem here. It is absolutely confusing seeing email threads in wrong chronological order. While the newest message is on top, the comment box is on the bottom. Even worse, older messages appear next to the comment box - it is so confusing for every agent, especially when the conversation got long.
I see that this thread here is fairly old and Zendesk did not change anything. Wouldn't it be a nice feature, if we could decide ourselves, where to put the comment box?
New update is horrible.
Smaller box for replies. Why I cannot return back old sorting order? Writing a reply in this small box is extremely frustrating.
We use only "public reply", and "internal reply", now we have to choose from dropdown where is another choose "call" also.
Right side we use custom apps, what has now also smaller place because of three unneeded icons at right. It is a nightmare!
It is simply horrible change. We are also looking for other helpdesk provider.
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.
Thank you for the opportunity for the meeting.
Our main points are:- leave space for new comment
- leave method for choosing "private reply" and "public comment" with one click (not an annoying, unneeded dropdown)
- leave space for custom apps, without unneeded icons at right side (we almost never use "user info" icon)
- leave sorting order as it isIs it possible just simple skip this upgrade for us? That's why we switched to Zoho, because these were the advantages of Zendesk, but if they are lost, it's better for us to look around again.
We appreciate the feedback on how the composer is structured, the layout of the side bar, and of course the workflow for changing the privacy setting on comments.
As for opting out of the upgrade, that is possible. If you are currently using Zendesk, you can contact our Support team and they will assist in temporarily shifting your account off Agent Workspace.
Hey Kolten Kittleson, nice that you are scheduling a meeting for an open discussion about Agent workspace. The time is 11 CET and is not feasible for organisations that work with CN timeframe.
Would it be possible to schedule another session in a different timeframe or have a 1 to 1 with my company on the same topic?
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