Agent Workspace feedback - Tab titles / details
We recently enabled the new Zendesk Agent Workspace for our small team. A common piece of feedback we've received from our team is related to the details displayed in the tab title.
In the Agent Workspace, the name of the requester and a snippet of text in the most recent message response is displayed. While this may be useful for those that are primarily a chat environment, this information is not helpful for those with an environment that is primarily email/web and phone. (Although even in a chat environment, I don't see how seeing two or three words in the tab is helpful.)
Most email/web tickets start off the same, "Hi <name>." When multiple tickets are opened from the same requester (such as when comparing details from previous incidents), it isn't easy to identify which ticket is which.
The above image is five different tickets from Keith. Can you tell which is which?
In the previous layout, displaying the ticket title gave context on the content of the ticket. As you can see in the above screenshot, displaying the Requester name and first couple of words does not. This has negative effects on the team's workflow. They are now having to click between tickets more often to identify them.
A response I've seen from Zendesk in the announcement of the Agent Workspace is to mouse over the tabs to see more details. That's not a viable solution. Agents are more efficient when they are able to eyeball what tab is what by seeing the information they need in the tab itself.
If our team has any more feedback on this, I'll be sure to provided it.
Can confirm I am not seeing subject.. we see requestor name and ticket #
Konstantin is showing if you opened each ticket open in a new browser tab itself - something ZenDesk says not to do as features like voice, and chats and such do not work well if you do this.
Users are talking about the "internal" tabs that ZenDesk uses.
If you look closely at my image, the "internal" (Zendesk) tabs are showing the subject of each ticket. My browser tabs are showing how the browser now displays the ticket I'm currently on. As an fyi, each of my browser tabs is for a different Zendesk instance, not the same one (i.e. EMP-Prod, EMP-Sandbox, CUST-Prod, and CUST-Sandbox).
We have just enabled Agent Workspace in our instance and this has by far been the biggest piece of feedback from all our agents.
Are there plans to change from showing requester name to Subject title anytime soon? (Or being able to select preference on what's displayed).
Hi Mike Konstantin - apologies for the late reply. Could you confirm whether you have Agent Workspace enabled on the account you posted the screenshot for above?
Kristin Bouveng - no immediate plans, but as JJ mentioned in the official comment above, it's something we are looking into.
The image I provided is me showing how all the tabs (browser and ZD tabs) have changed. For our two "production" instances, we have the backend pieces of Agent Workspace enabled, but only our "Customer" instance is running the full Agent Workspace with CC & Follower Experience. The initial issue with the tabs seemed to occur within both instances, but appears to have been modified for our account, as seen in my image.
+1 on having the ability to add the ticket subject appear in this tab. Requester and Ticket ID are not unique enough for our agents to instinctively know which ticket is which without hovering over to see more details (which is time-consuming).
Adding our voice to this. For most of our requests it doesn't matter who the customer is and the agent wants to see what the subject of the ticket is as that's more identifiable in memory for what they need to action.
Even if this was an instance wide toggle where we could have it display one or the other would be a good option.
+1 for the request to replace user name with ticket subject or at least the toggle option, allowing each admin to choose what's right for them.
JJ Miclat - you wrote that you'll look into it in 2022. The year is nearly over, any update? 😉
We recently made an announcement regarding the ticket tabs in agent workspace here: Announcing improved Agent Workspace ticket tabs
Thanks to everyone for taking the time to share your feedback with us and let us know if you have any questions.
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