New Agent Workspace - Collection of issues presented by our agents using the new workspace

5 Comments

  • Amisha Sharma
    Zendesk Product Manager

    Hi Philipp Kratzer - Thank you for taking the time to provide us feedback. I would love to take this opportunity to meet with you over zoom to dive deeper into your feedback. I believe it will be very helpful for us to understand more about your pain points and use cases. This will also help us prioritize the product improvements we are currently working on. Would it be okay if I follow up with you over email and set a time for both of us to meet and discuss more? Please let me know and I'll send you an email.

    Please don't post your contact information here as this is a public post :) Thank you! Looking forward to speaking with you.

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  • Tommy (Anatolii Binkovskyi)

    Amisha Sharma  We have tested the Agent Workspace and have almost identical feedback. Also, we are missing:
    - sounds when a new chat comes (on active tab)
    - message was read notification in chat
    - and, most important, we miss the number of replies in the ticket list, often we have a lot of tickets, but only one ticket where the communication is taking place. And that ticket was easily identifiable by ticket comment (screen attached)


    I hope all of it will be fixed because we cannot use Agent Workspace at the moment and have reverted to the old view. 

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  • Alison Cook

    +1 for your 3rd Bullet. I've also raised that feedback here: https://support.zendesk.com/hc/en-us/community/posts/4408868425370-Differentiate-between-chat-vs-support-ticket-in-Agent-Workspace

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  • Amisha Sharma
    Zendesk Product Manager

    Hi Tommy (Anatolii Binkovskyi) - Thanks for sharing your feedback. We are looking for more information to understand your use cases better.

    Would it be okay if I follow up with you over email and set a time for both of us to meet and discuss more? Please let me know and I'll send you an email.

    Please don't post your contact information here as this is a public post :) Thank you! Looking forward to speaking with you.

     

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  • Tommy (Anatolii Binkovskyi)

    Amisha Sharma Sure, I would be happy to share our expirience. 

    1

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