Unable to disable emojis in Agent Workspace

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Dave Campbell

Posted Feb 02, 2021

We enabled and tested the agent workspace in our sandbox and were shocked to see that we cannot disable the emojis for agents. We currently have them disabled in production and do not want agents to have access to emojis. I opened a support case with Zendesk to ask about it and see if there is a way to disable emojis. We were told that "Unfortunately, the emoji icon in Agent Workspace is hardcoded by our developers. We currently don't have another way to remove this feature as it is a system native behavior."

Is there any workaround at all to this? If not, we would like to submit feedback to please make this a configurable option in agent workspace as it is now.

Thank you

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7 comments

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      Shawna James

      Hey all thanks so much for your feedback here and your continued engagement with this feature request. I am not a PM for Zendesk, and at this time I do not have an update here for you regarding this feature request. We understand the frustration that comes with waiting to see if features you request to be built are being prioritized by our product teams but rest assured, as stated, your feedback is valuable to us and has been noted for our product teams to review. Thank you again for your engagement in the Zendesk Community!

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      Neal M.

      Hi there, just adding my voice to the concerns about not being able to remove emojis from the text editors.  We're in the process of switching over to Agent Workspace and the emoji usage doesn't really go with our branding.   Shawna James, if there are any more updates about this, it'd be great to know them.

      Thanks!

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      Alek Reed

      Hi Shawna James, any updates on this? One of our businesses would also opt out if they had to option, due to branding concerns

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      Shawna James

      Hey Anne-Flore, thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add you support by upvoting this post and/or adding your use case to the the comments below. Thank you again! 

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      Anne-Flore Caire

      Being in the payment sector in Europe, the use of Emoji is even FORBIDDEN by the regulations.
      We absolutely need an evolution to be able to deactivate them

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      Otilia Calinescu

      I also agree : my company has decided on a set of rules agents need to respect in order to have the same language and tone when speaking for our company. emoji is not part of our policy as our business is focused on B2B clients
      can you please provide a way to disable emoji as it was the case before the Agent workspace ?

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      Sanjay

      I agree with David Campbell's request.  It is about the tone you want to set for the business.

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