Agent Workspace feedback - Tab titles / details

38 Comments

  • James Monbeck

    Can confirm I am not seeing subject.. we see requestor name and ticket #

    0
  • James Monbeck

    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. 

    0
  • Mike Konstantin

    James Monbeck,

    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).

    ~Konstantin

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  • Kristin Bouveng

    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).

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  • Zac Garcia
    Zendesk Product Manager

    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.

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  • Mike Konstantin

    Zac Garcia,

    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.

    ~Konstantin

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  • Dave Jensen

    +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).

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  • Grant Foster

    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.

    3

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