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Show ticket title in tab, not requester name

Completed


Posted Mar 02, 2022

Feature Request Summary: 

The new agent workspace uses the requester's name in the tab for that particular ticket. This is a change from the old version that used the ticket title. Having the title versus the requester's name is WAY more helpful and I would like to ability to revert that back or choose what detail is displayed in the ticket tab

Description/Use Cases: 

We sometimes have multiple tickets from the same requester, which causes an obvious issue with this new setup. Or, we simply don't have the brain power to memorize what issue each specific request is having. Making use of the ticket tabs, which is a great feature in itself, would be way more effective if the change was reverted back so that the ticket title was displayed in the tab. 

Business impact of limitation or missing feature:

This change renders the formerly very effective ticket tab functionality way less useful. Slows down our agents, leads to more confusion than the old version did, and just seems like a step in the wrong direction. 


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68 comments

Ethan - ticket subjects are showing for us since logging on this morning (we're in the UK)

Have quickly looked through settings and I haven't spotted any configuration for this yet.

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Looks like this is being rolled out in the next couple weeks. Here is the link from ZD about the update. https://support.zendesk.com/hc/en-us/articles/5439612833562#h_01GT2CZJXGFT6KEE9SHT54JFY5

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I understand lots of people wanted this changed (and I agreed, as long as configurable by us which one - subject or requester - is displayed.  Our teams are wholly used to the requester now and so we wanted to approach this change like any other.  Upfront comms from Zendesk with date, we do internal comms, implementation is smooth.

But no - today, suddenly it's changed.  No comms, no warning.  No apparent configuration to change back to requester.

Zendesk, appreciate you finally responding to this thread and making changes, however this isn't good enough comms wise for us to manage our teams properly

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What a frustrating forced update. The most frustrating thing about Zendesk to me is that we get absolutely no say in the UI and its functionality. No settings whatsoever.

As many have stated above, having the ticket subject be the title of the tab is MUCH more useful for the majority of us. As of now, trying to differentiate between multiple open tickets submitted by the same requester is an absolute pain. Please fix this or at least give us the option to customize this. Many people are frustrated.

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While I am personally looking forward to this reverting, I understand that others would like to customize, which is the impression we were given.

The follow-up from the PM Roundtable was "Admins should be able to select what shows up in tabs, whether they should display the ticket subject or requester name.", so that was the update I had been expecting.

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I would like to comment here, as even now as my agents are juggling multiple tickets, I am repeatedly frustrated by this arbitrary UI change.  Instead of showing the requester's name, it ought to show the subject of the ticket.  For our purposes, it has greatly complicated matters when working on multiple tickets from the same requester... which happens every single day.  

I convinced my team back in 2017 to switch to ZenDesk because of its ease of use.  But changes like this really are making us look at alternatives, because it seems pretty clear ZenDesk isn't listening to its customers.  If it were an option, that would be GREAT, because everyone has different needs.  But this forced change?  It's not great.  It's the opposite of great.  It's slowing me, and everybody else down.  

 

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Siket, Joseph I received an email last Thursday with the below.  It looks like a change is being rolled out over this month that at least returns this behaviour in non-messaging/chat tickets

 

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image avatar

Samir Shah

Zendesk Product Manager

Hello All, 

 

Thank you for taking the time to provide feedback and so much insightful discussion. As many of you have seen we pushed an updated a couple years back addressing this feedback, please see the announcement here - Announcing improved Agent Workspace ticket tabs

At this time we are going to close this post for comment and mark it as “completed”. If you are interested in learning more about this and other features being built please make sure to check out and follow our Community events, What’s New Community Topic, and Zendesk Updates. Again, we apologize for our delay and appreciate you being a valuable Zendesk Community member.

Thanks!

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