Agent Workspace UI Issues

7 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.

    1
  • 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

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  • 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

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