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Multiple opinions about agent workspace



Posted Sep 08, 2021

Hope can improve below:

 

1.チケットを開いた時、上部のタブではリクエスタ名を表示しているが、件名での表示を個人の好みによって切り替えられたい。

When you open the ticket, the requester name is displayed on the tab at the top, but I would like to switch the display by subject according to personal preference.

2.コメントの入力欄を一番上に戻したい。一番新しいコメントが上に表示させたい。
または好みによって自由に切り替えたいです。

I want to return the comment input field to the top. I want the newest comment to be displayed above.
Or I want to switch freely according to my taste.

3.社内メモの色をもっと濃くして区別できるようにしたい。

I want to make the color of the internal memo darker so that it can be distinguished.

4.最新のコメントが長い場合、チケットを開いた際デフォルトではコメントの下部にフォーカスされますが、該当コメントの始まりのところにフォーカス設定してほしい。

If the latest comment is long, the focus will be at the bottom of the comment by default when you open the ticket, but please set the focus at the beginning of the comment.

5.チケットを開いた際デフォルトで表示するモードを社内メモに設定しているが、一度パブリック返信をすると、チケット画面を閉じないかぎり入力モードは社内メモに戻らずずっとパブリック返信のままです。
自動的に社内メモに戻るように改善してほしいです。

I have set the default display mode for internal memos when opening a ticket, but once I make a public reply, the input mode does not return to the internal memo and remains a public reply unless the ticket screen is closed.
I want you to improve it so that it automatically returns to the company memo.


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2 comments

> I have set the default display mode for internal memos when opening a ticket, but once I make a public reply, the input mode does not return to the internal memo and remains a public reply unless the ticket screen is closed.
> I want you to improve it so that it automatically returns to the company memo.

Strongly agree!

 

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image avatar

Amisha Sharma

Zendesk Product Manager

Thanks for providing feedback.

You are now able to configure position of the composer. More details here: https://support.zendesk.com/hc/en-us/articles/6070249202202-Configuring-the-conversation-flow-and-composer-location-in-tickets 

We have also released an enhancement to now open a ticket on top of the latest message. More details here: https://support.zendesk.com/hc/en-us/community/posts/4784771853338-Need-feedback-on-the-release-of-Open-at-the-top-of-the-latest-message-in-Agent-Workspace

We will be looking into the rest of the feedback you have shared and will be back with an update. Thanks!

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