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Agent Workspace Issues

Completed


Posted Sep 03, 2020

For some reason I'm unable to submit a support ticket, so I'm posting here as I don't think addressing multiple issues via a support chat is going to be effective.

We switched over to the agent workspace about a month ago because we want to start using chat, however we have run into multiple issues. I'd like to know if any of these are bugs, or if there are plans to fix/change them (or if anyone has any awesome workarounds)! Here are the issues in order of priority

1. Opening a ticket always opens at the top (i.e. the oldest) comment. This was fine when tickets were ordered with the comment box at the top, but now every time every agent opens a ticket, they need to scroll down or use the end button to get to the comment box

2. The screen doesn't scroll down when typing. I submitted a ticket for this in July but haven't had a response yet, when typing in the ticket the text will often go off the bottom of the screen, which means the agent has to manually scroll down to see what they have written

3. If an agent uses the PgUp button to attempt to scroll back up their screen while they are typing a comment, this shifts all the ticket data to the left. The only way to fix it is to reload the ticket


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21 comments

Official

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Amisha Sharma

Zendesk Product Manager

Hello All, All these issues should be fixed now. Please let us know if that's not the case. Thanks!

0


I have the same issue.

In the process of editing a ticket, pressing the PgUp key on the keyboard causes the ticket page to shift up and to the left. That cuts the left panel by half. Very annoying!

When that happens, it requires a page refresh/reload to get it back to normal.

That happens to both Chrome and Microsoft Edge but not Firefox.

3


+1

This is very easily reproducible.  Type even a single character into the comment window and press the PgUp key, and the entire GUI for the site will shift to the left (leaving the entire whitespace on the right, per screenshot). Only workaround is to reload the tab, as Martin and Mark noted. I've noticed this started happening over the past month or two.  Prior to that, we never had this issue using Chrome, Edge, or Edge Chromium

 

1


Same here - PgUp and the entire page shifts to the left also happens to us all the time. It would be great if this is fixed, or at least a workaround provided.

EDIT: I added a comment about this also in this ZD support post

0


The same problem with  PgUp button.

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I am facing the same issue, when I hit the Page Up key the UI shifts to the left and I cannot see the ticket fields.

0


Hi all. This issue has always frustrated me but I have just found a workaround. Click outside of the text field and then press and hold Shift+Tab. This will cycle through hyperlinks and fields in the workspace until it selects something on the left hand side and shifts it back into the regular view.

3


Great workaround, thank you!

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Hi,

we also report this issue few days ago to Zendesk Support and it looks fixed now.

Can someone here confirm it?

We also changed another thing in Agent Workspace, so I want to make sure it´s fixed and not due to other feature enable fix.

Thanks for your help!

Btw.

We also found another Workaround, that clicking Zendesk "Messaging" Top Bar icon, can recover it to.

Tobias

0


It's not entirely fixed but merely improved (for me).

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Amy Lee

Zendesk Product Manager

Hi all, #2 and #3 here should be fixed already. They are bugs. If they're still not fixed for you, please file tickets with our support team and we will take a closer look for you. Thank you! 

2. The screen doesn't scroll down when typing. I submitted a ticket for this in July but haven't had a response yet, when typing in the ticket the text will often go off the bottom of the screen, which means the agent has to manually scroll down to see what they have written

3. If an agent uses the PgUp button to attempt to scroll back up their screen while they are typing a comment, this shifts all the ticket data to the left. The only way to fix it is to reload the ticket

-1


Hi Amy,
The UI shift issue #3 has been solved for me. Thanks!

0


Hi Amy,

What about the issue that tabs when long idle can't get customer updates publish within the ticket?

We have so many agents need refresh the tab to see customer update which is not push to history.

Very annoying.

Thanks

Tobias

0


I still have 2 issues with Agent Workspace.

1. Sometimes a new comment isn't loading in open ticket tab it shows scroll down but no content equal is agent or end-user update. I need close the tab and reopen them to see new reply or reply I sent out.

2. SLOW always on many points
Multiple ticket tabs open, longer tickets, closing tab it just take time time time which is annoying.

Next new thing since today is done events will trigger twice like ticket doing one event log like add tag and some field change in a 2nd event in same minute is not able to detect first event and duplicate things.

So feel free to be in touch with me to see all issues and work on them.

Tobias

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Amisha Sharma

Zendesk Product Manager

Thanks for reporting the issues, Tobias Hermanns. I'm documenting them and will report back updates. Would it be possible to create a new feedback post for the new issues? I ask as this one is old and the original bugs reported have been fixed so it will be easy to track these new issues if we can create a new post?

-1


We recently migrated to Agent workspace and we have some ongoing complaints--

1) No ability to chat amongst agents.  With Zendesk Chat the agents would chat between themselves to collaborate on issues or give each other a heads up that a chat was about to be transferred.

2)There is no sound to notify an agent of an incoming transferred chat from another agent.  This is very helpful when you are working on multiple things at a time.

3)There is no sound notification when a client replies to an ongoing chat.  We oftentimes are working on multiple chats or tickets so that sound or better notification is needed.

4)I'm also getting complaints that it is slower to loading times with the Agent Workspace.

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Amisha Sharma There still seems to be no way to change the order of comments, issue 1 in the post. Can you weigh in on this, as this states this was fixed and is marked completed? 

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Amisha Sharma

Zendesk Product Manager

Hello CJ Johnson - I read the first comment as a part of the issue when the composer was not fixed and customers had to scroll down to get to the composer. Now, that the composer is fixed, it is always available on the screen no matter where you are in the conversation log. Tracking the order of messages request here: https://support.zendesk.com/hc/en-us/community/posts/4409222725530-Change-the-order-of-the-comments-as-an-agent-when-viewing-a-ticket

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Kolten Kittleson

Zendesk Product Manager

Hey folks!

We appreciate your feedback on this topic and would love to hear more directly from you live. Please join us on Thursday, April 25th at 9 AM PDT for our PM Roundtable. It’ll be an open discussion on what is and isn’t working with the recent UI changes regarding Agent Workspace. So please bring those questions, concerns, or feedback!

The product team would also like feedback on enhancements they plan on making in Agent Workspace, so we can design the experience tailored to your CX needs.

The link to register can be found here, we’d love to see you all there. 

Cheers,

Kolten Kittleson

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A few of my agents are experiencing this issue today. Has something changed in the last 24 hours? They can't scroll. The shift+tab solution above has been a temporary solution but they don't see side conversations or linked parent tickets.

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Brett Bowser

Zendesk Community Manager

Hey Stephen, 
 
I'd recommend reaching out to our Customer Care team using the steps provided in this article: Contacting Zendesk Customer Support
 
They'll be able to take a look at your account and see what is causing this issue.
 
Thanks!
 

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