Agent Workspace feedback - Tab titles / details

38 Comments

  • Official comment
    JJ Miclat
    Zendesk Product Manager

    Hi all!

    We've heard from our customers that most prefer and want to keep the snippet of the latest message sent for ephemeral conversations, like chat. However, for email conversations, we've reverted the secondary text on tabs to display the ticket ID rather than the latest message sent. 

    From Ola Timpson:

    For some tickets we see the ticket number, but if the latest comment has an attachment then we see the name of the attachment instead.

    Ola - If you're seeing the name of the attachment in the tab for an email conversation, this is not expected and is and issue. Could you get in touch with our support team (via https://support.zendesk.com/hc/en-us/articles/360026614173-Contacting-Zendesk-Customer-Support) with screenshots and sample tickets in your instance where this occurs that we could look at to investigate the root cause (if account assumption is turned on).  

    Regarding swapping the user name with the subject as the primary text of tabs, that's something that we'll look into in 2022.

  • Kay
    Community Moderator

    +1 from here. Couldn't agree more. I've heard this request from several customers in the brief period this has been live.

    1
  • Ola Timpson

    Just logged on to post this exact same feedback. Tabs with the user's name and then 'Hi ...' just aren't useful. Our agents who merge tickets are finding it difficult to check they are merging the correct ticket references, when they can't see the references in the tab. And reviewing multiple tickets for a single user becomes very confusing very quickly.

    0
  • Tobias Hermanns

    Hi Zendesk,

     

    any update on that?

    We also need enable Agent Workspace for Focus EAP, but missing Ticket ID in Tab isn´t a good deal.

    Please comment if you plan to add this back?

    Regards,

    Tobias

    1
  • JJ Miclat
    Zendesk Product Manager

    Hey @..., @..., @..., & @...,

    Heard y'all loud and clear :)

    We'll work on creating a toggle in Support settings that lets customers toggle between ticket IDs & the text snippet of the latest message (some customers want either or, depending on their ticketing workflow).

    Cheers,
    JJ

    0
  • Tobias Hermanns

    Hi JJ,

    is there a roadmap schedule available when we can expect it?

     

    Thanks.

    2
  • Tobias Hermanns

    Hi,

     

    any more update here?

     

    Thanks!

    0
  • Tobias Hermanns

    Not perfect, but better :)

     

    0
  • Ola Timpson

    We're now getting really strange behaviour. For some tickets we see the ticket number, but if the latest comment has an attachment then we see the name of the attachment instead.

    0
  • Tobias Hermanns

    I can confirm Ola Timpson message.

     

    Attachment will show text of attachment name.

    btw. Was the Subject in Tab always show Requester or show Ticket Subject without Agent Workspace?

    I see when I load a Ticket short the Subject in Tab, then change to Requester.

     

    /Tobias

    0
  • Ola Timpson

    Without Agent Workspace it shows subject and ref - it's weird how it still loads those but then overwrites with the requester.

    0
  • Tobias Hermanns

    Fully confirm!

     

    Subject + ID would be fit our need.

    1
  • Julia Bayes

    Please allow option to display ticket title rather than requester as the headline within each tab.  The display as shown here is not helpful at all for quick navigation of running tickets/tasks.

    When managing multiple tickets at a time, and with multiple windows open at a time, being able to glance at my Zendesk tabs and see ticket titles increases efficiency.

    6
  • Tobias Hermanns

    Hi,

     

    any news when subject instad of requester, will be added (back) as it was without Agent Workspace?

    1
  • Rudolph Beaton

    Many of my agents are flagging this as an issue as well after our recent move to Agent Workspaces. +1 to moving back to showing the subject instead of the requester. This is an unnecessary efficiency drag on our agents.

    1
  • Brigid (Brian) | on PTO

    I completely agree - it really impacts my efficiency to not be able to see the subject detail off the bat - especially since I'm often working with different tickets from the same person. It's hard to differentiate between them all.
    I can see that this suggestion was put forward quite a while ago - hope to see the feedback applied soon! 

    1
  • Andrew Schreiner

    We just implemented this as well and have already had a complaint about it being hard to follow multiple open tickets with the same requester. Where are you at on the toggle mentioned above? 

    1
  • Ahmed Esmat

    +1 for having the ticket number and the ticker subject on the tab header

     

    2
  • James Monbeck

    Please fix this - it is now 2022 :-) Need a newer update. Subject of ticket in tabs, please!

     

    1
  • Tobias Hermanns

    Hi,

    yes please enhance it. Thank you

    0
  • Christopher Kenrick

    I absolutely +1 this!!

    We updated to this yesterday and that's a massive bug bear! Please introduce ASAP

    0
  • Edwin Semmeley

    It would be highly valued by our teams too

    0
  • Stephen

    Hi JJ Miclat,

    In line with the recent comments on this thread are there plans to allow toggling between Requester Name & Ticket subject in the tabs for email conversations?

    This is currently the biggest blocker for my team moving to the new Agent Workspace.

    0
  • Mike Konstantin

    @Zendesk Product Team,

    I'm following up on this thread, as it has been over a year since it was mentioned on looking at a way to have configuration options for Agent tabs. If you are still trying to determine the best approach for this, I would say allowing Agents (within their personal configurations) to set their own preference would be optimal.

    With Agents controlling their own Tab display, it means Admins don't have to make teams agree on one specific format to use for their layouts, and it also allows less management on the part of Admins, if you were thinking of allowing customization for individual Groups.

    ~Konstantin

    0
  • Darren Stagnaro

    +1. We rely on subject to help track our open tickets. Requester is not unique enough for our operations and is a significant step backwards for how we manage our tickets. 

    0
  • Stephen

    I am seeing a lot of great new features coming to the Agent Workspace and it is disappointing that moving to it, will impact my teams workflow so greatly, because the Subject will no longer be displayed in the Tabs.

    Is there any update on whether this change will be made in the near term?

    0
  • Mike Konstantin

    For all those that are hitting this post after June 1st, 2022, the issue has been resolved. Now, the Zendesk tabs as well as your browser tabs display the subject of the ticket. For your browser tab, it displays the Subject of the ticket you are currently viewing. This is extremely helpful when having multiple browser tabs open for different instances (i.e. Production vs Sandbox, or even multiple Production and/or Sandbox environments).

    ~Konstantin

    0
  • Darren Stagnaro

    Hello @Konstantin, not sure I am following. I still see all of the tickets showing the requester, so it's very much not resolved. Unless I am not aligned with what you are saying is resolved? See screenshot below from just today:

    2
  • Mike Konstantin

    To clarify, this is what I see for our instances...

    I am using the latest version of FireFox on a Windows 10.x machine.

    ~Konstantin

    0
  • Darren Stagnaro

    Interesting, @zendesk product team, any chance you could share some details as to why we are seeing different results in the field? Is this something rolling out across different pods? I am using Chrome on a MAC.

    1

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