Ticket Tab Displays Requestor Name Instead of Subject

9 Comments

  • Bethany Totten

    We just switched back to the new Agent Workspace and noticed this as well. Has anyone found a way to change it back to the subject? It's very frustrating as I often have multiple tabs open but don't necessarily memorize who the requestor is for each ticket, especially if multiple people are commenting on the thread. 

    3
  • Andreas Lorensen

    I too finds this frustrating. Also some og the tabs dont even show ticket number anymore

    0
  • Paul Bichsel

    A number of our customers would like this changed back to the original functionality also.

    0
  • Paul Kiersey

    Agreed, this seems like an unintuitive change and one that is just geared towards Chat/Messaging queries that are solved on the spot without the need for further investigation before solving.

    There are more people with the same opinion in the comments of this article.

    Our agents would be used to having multiple ticket tabs open at once, and it's difficult to tell which ticket is what problem when you only have the customer name. It turns it into an unnecessary game of "wait was I talking to Mary about this query, or John? Or was it Steve?".

    There should be a setting to choose what you would like to see in the tab title.

    2
  • Zac Garcia
    Zendesk Product Manager

    Hi everyone!

    I'm Zac Garcia, and I help look after the tools you and your team need to serve your customers most efficiently. We hear you and want to learn more about how you use the information in Ticket Tabs to get context on your work.

    Thanks to all of you for posting these comments with detailed use cases and pain points, and special thanks to @... as well for highlighting an article with more comments.

    Look for a post in the next week with more detail on what we're hoping to learn and how you can help us (help you!). I'll link to it from here.

    If you happen upon this update before that post goes live, feel free to share here! Some discussion starters:

    • How many tabs do you typically have open in your daily work?
    • What information do you prefer to see in the tabs? How would you use it?
    • Would the preferred information ever change based on the context or channel you're working in (email vs. phone vs. messaging)?

    Y'all are the real rockstars on the frontlines of CX and it's a pleasure to support you!

    1
  • Paul Kiersey

    Hey @... 

    That's fantastic to hear that there are some changes coming here. I got some feedback from our Support teams across our company on the points you raised.

    • On average, our agents have 8-10 tabs open
    • The general consensus on the information people would like to see in the tabs was the Organization Name. A mix of agents then specified the subject line, ticket ID/number, and requester name would all be of benefit to see in each ticket tab. The main usage reason was to be able to know what each ticket is at a glance, without having to click into each ticket.
    • Preferred information based on context or channel: Requester Name and Organization Name were the most preferred options here, but also with a small indicator on each tab to show whether the ticket is currently a chat conversation or an email etc (I'm not sure if that's already a thing or not, as we're not using Chat/Messaging just yet, but if it's not a thing then it should be).

    Hope that helps! In your comment, you mentioned to look for a post next week. Just to make sure I haven't missed anything, has anything been updated here already?

    4
  • Brian Emond

    It's been a little while since there was any feedback on this. We've also just switched to the new workspace and discovered this issue. Has there been any progress on this?

    0
  • Mark Ganusevič

    The same feedback from our side, ID's are not as useful as Titles/Subjects

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  • Grant Schuemann

    Running into the same feedback on our end.  Posting to see if there is any update?  Having the Subject and Ticket # on the tab instead of the Requester would be vastly more useful.

    0

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