We noticed inconsistent behavior with the New Agent Workspace and submitting a note, depending on if the ticket is short vs long. We reported this to ZD (ticket 6437763) but was told by the Customer Advocate to make a post here:
(02:31:06 PM) Gabriel: Hey Kyle. Thanks for the explanation. From what I can see this is expected behavior for the refreshing page. There is no configuration or error that would affect this performance
(02:31:55 PM) Kyle Pinkley: I guess my next question is, why is it refreshing and going to the latest reply on LONG tickets but not the shorter tickets? It seems the behavior would be consistent one way or another.
(02:34:30 PM) Gabriel: This may be automation for the organization on longer views since all notes are added chronologically, this may be away from the system to refresh the page. This is not an error nor we configure this behavior. Additionally, different browsers may present different behaviors from refreshing
(02:35:24 PM) Gabriel: Even tho, I will mark this as product feedback
(02:35:34 PM) Gabriel: So we may take a look into the customers experience
(02:35:50 PM) Kyle Pinkley: Yes, please do. This was tested against FF/Chrome/Sidekick and long vs short ticket behavior is different after adding a note.
(02:36:03 PM) Gabriel: As I understand this could be more helpful if you can stay on the same note
(02:36:08 PM) Gabriel: Absolutely !
(02:36:23 PM) Gabriel: I encourage you, please, to do it as well
(02:36:30 PM) Gabriel: By accessing our product feedback
(02:36:31 PM) Gabriel: https://support.zendesk.com/hc/en-us/community/topics/200132066--Feedback-on-Support
(02:36:51 PM) Gabriel: We also look into our customers feedback, specially regarding their experience
This is the behavior that we are noticing:
- In a ticket that contains a lot of replies if an agent submits a note, it goes to their reply instead of going back to the place where they were in the ticket.
- In a ticket that contains a few replies (ex. 3) if an agent submits a note, a box shows saying "1 unread message" but stays in the place in the ticket where they were at.
This behavior should be consistent, ideally scenario #2.
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