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Agent Workspace UI Issues

mw

Feature Request Summary: 

There are two issues that we have experienced whilst trialing the new Agent Workspace UI for a fortnight. As a result, we have reverted back to the original workspace for the foreseeable.

Description/Use Cases: 

Top down ticket ordering is difficult to follow
 
We exclusively receive tickets from customers via email. These emails can contain lengthy conversation between the customer(s) and agent before they are emailed into Zendesk support.
 
The new agent workspace flips the direction a ticket is displayed, so that the oldest reply is at the top, and the newest is at the bottom. When our emailed-in tickets are displayed, the layout is disorientating and the conversation is hard to follow. The latest response is right at the top of the thread, and then we have to scroll to the bottom and read upwards within to read the ticket.
 
We then need to reply to the bottom of the thread, whilst the post we are replying to sits at the top of the ticket. This the complete opposite of the UI experience within an email client, where you reply to an email chain at the top of the conversation which is far friendlier, and the old Zendesk Support honours and works well with this system.
 
Email address is not immediately obvious
 
It's quite important that we can easily see the email address in the ticket. We are aware of the pop-out panel where we can see who emailed it in, but this extra step, alongside consuming screen real estate, particularly on smaller monitors, increases the risk of a miscommunication on our end due to being a missed extra step. It is far easier and more logical to show the email address right below the ticket title.

Business impact of limitation or missing feature:

The thread ordering issue is quite a big problem for us, as we receive nearly all tickets via email, and a fair amount of these emails have conversation in beforehand, before being turned into a ticket. The majority of our agents were complaining about getting lost in an email chain, and a new feature should not add confusion.

The email address being hidden is problematic, particularly for our agents on smaller devices - but since it already says "via email" why not display the email address too? It seems like dead space that could be better used, and we would be able to more quickly find who we are replying to.

10 Comments

  • Kolten Kittleson
    Zendesk Product Manager

    mw Thank you for the valuable feedback on how the UI operates, along with a specific workflow for your account. At this time there aren't plans to change how the messages are displayed, however I would like to get in touch with you to discuss the concerns in a little more detail. 

    1
  • Andy Broughton

    This is a big problem for us as well. Would love to use the UI, but until I can reverse the thread direction, it's not going to work for myself or our other agents.

    I'm not really sure how it would be acceptable for anyone who receives tickets by e-mail to have the thread order reversed the way Agent Workspace has it now.

    If there's anyone that likes it the way it is, then maybe create a setting to allow the direction switch for those of us responding to e-mail tickets.

    2
  • Kévin Arnoult

    👋 As we have some similar feedback on our end, Kolten Kittleson any chance to get a follow-up on the discussion you had with mw?

    2
  • Vassilios Lourdas

    For us a well, it's really a productivity issue as we have to constantly scoll down, the ticket is not always updated immediately, the button does not always work (you have to scroll first), etc. I understand that the changes are done for a good reason, but sorting the messages from latest on top is really change that shall be taken into consideration.

    Regards, Vassilios

    1
  • Jean-michel WEISS

    ticket :10143280: the refresh issue is solved. Now we have a new side effect. Forward and side conversation are no more working

     

    0
  • Andy Broughton

    @Jean-michel Weiss
    Did you post in the wrong thread? I don't see anything in this thread about a refresh issue...

    0
  • Jean-michel WEISS

    Yes and no, it's also a side effect with the new workspace UI

    0
  • Amisha Sharma
    Zendesk Product Manager

    Please use this thread to continue discussing the order of comments topic: https://support.zendesk.com/hc/en-us/community/posts/4409222725530-Change-the-order-of-the-comments-as-an-agent-when-viewing-a-ticket Thanks!

    0
  • JJ Miclat
    Zendesk Product Manager

    Hey everyone,

    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. 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,
    JJ

    0
  • Richard Weddigen

    For anyone who reads the message from JJ Miclat about the Zendesk roundtable on this issue, be advised that April 25th is a Tuesday, NOT Thursday.

    https://support.zendesk.com/hc/en-us/community/posts/4417997496218/comments/5586669942426

    0

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