Hi, we have encountered something in the new Agent Workspace that makes communication to end users prone to errors.
Situation that occured:
- End user calls us (incoming voice call)
- We reply internally several times, between agents
- An agent posts a public reply and closes the ticket
The end user however, has no email listed. Zendesk lets you post the public reply, but this is - of course - not sent anywhere.
In the old agent workspace, if an end user had no email listed, it was not possible to send a public reply. Now, my agents are confused that they can write a public reply which ends up nowhere. Keep in mind that the only conversations we could've possibly had with this end user was through phone. That could be 1 ticket or a hundred and that's fine, but the agent should not be lured into replying by email if no email address has been added.
Notify the agent that there is no email present, when the agent starts writing a public reply (or selecting the option). Blocking the public reply option altogether in this situation would also be an option.
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