Show ticket title in tab, not requester name

67 Comments

  • Dan Cabrera

    Between this and the strange new editor that hogs the screen and also doesn't allow you to toggle between Internal and Public replies... are these changes run/made by people that actually use the product?  Even if that answer is yes, I find it hard to believe it was a clear choice, in which case, PLEASE make these things OPTIONAL so that everyone wins vs making the users regret the product.

    2
  • Joe Gran

    Please add this soon.

    2
  • Jeremy Chapin

    +1!  Thank you Ethan! Ticket subject was always extremely helpful, Requester is not. We get multiple requests from the same people.
    In all honesty, whoever designed the new Workspace just flipped the comments upside down and made existing features (ticket tabs, Public/Private reply) behave worse than before. It's like someone wanted to justify their Product Manager title, so they made unwanted changes just for the sake of changing things. Why did you mess with success?

    1
  • Scott Davis

    + 1. We just move to the new agent workspace, and alas, are also missing the subject in the tabs.

     It is easier to keep track of tickets when using the subject, not the submitter. We have submitters who submit many tickets.

    1
  • Thomas Wales

    I understand that it's been agreed that Zendesk should be able to do this, when will get feature be worked / released?

    https://support.zendesk.com/hc/en-us/articles/5052137058330

     

     

    1
  • Aurelie Martel

    +1, agree too we need the subject in the tab title instead of the requester name.

    Can you at least make it configurable to choose between the two?

    1
  • Jeremy Trott

    Is there any movement on this?  The PM Roundtable was back on October 13th and I haven't seen any updates about it.

    1
  • Alex McFarlane

    from https://support.zendesk.com/hc/en-us/articles/5052137058330: "We will not force Agent Workspace upon you until it’s in a better state for you to thrive in."

    Does this mean we will have the option to change the tabs back to ticket subject before Agent Workspace is forced upon us in March?

    1
  • Leigh KELSEY

    I'm on Jason's team above and adding a +1 that this is a pan point.

    1
  • Alex McFarlane

    I raised a ticket with Zendesk to ask when the option to show ticket subject on the tab would be implemented, given that they had already committed to doing this (https://support.zendesk.com/hc/en-us/articles/5052137058330). 

    This is what I got back:

    Noly Maron Unson (Zendesk Support)
    Feb 2, 2023, 8:07 AM CST
    Hi Alex,
    Good day.
    This has been raised to our development team and they mentioned that they are hoping to provide an update within this quarter but specific details are not mentioned.
    I hope I can provide a more specific and timeframe-oriented answer but this is currently what is being shared with us.
    Thank you for your patience with this matter and let me know if you need anything else
    Noly Unson
    Technical Support Specialist Engineer
    Zendesk
    1
  • Shawn Rasmussen

    I too am concerned about this with Agent Workspace being forced on us in a just a few short days. I think we need a reply from a Zendesk PM to give an update on this serious issue. Is the forced conversion to Agent Workspace delayed? Or are we going to be stuck with this?

    I hope they seriously consider delaying the Agent Workspace conversion until this is addressed.

    1
  • Meredith Sherrill

    +8 (me + my team members)

    We just switched to Agent Workspace to test it out before the forced switch. It's a huge pain point for our agents that the ticket tab now shows the requester name vs. ticket subject. They all want the ticket subject back!

    1
  • Dave Dyson
    Thanks for the feedback, Anthony, and welcome to the community!
    0
  • Legacy Mutual Mortgage

    Agree with everyone here.  How can ZD justify a change like this when so many customers disagree that it's a better practice?  There must be ONE high-paying customer that ZD goes to for feedback, and if it fits their model, it gets implemented.  If not, it doesn't.  Typical.

    0
  • Thomas Wales

    +1, did the change today and this was the first feedback retrieved. 

    0
  • JJ Miclat
    Zendesk Product Manager

    Howdy folks!

    JJ here, Group Product Manager at Zendesk,

    In regards to the feedback around the requester displaying on ticket tabs instead of the subject - we hear you, appreciate you being transparent on how you feel about Agent Workspace, and our product development teams are working on providing customers with configurable functionality of what could be placed in their tabs, rather than a blanket approach.

    We'd love to hear more about this feedback live. Please join us on Thursday, October 13th at 11 AM CST for our PM Roundtable on Agent Workspace. Chat with us on what is and isn’t working with recent UI changes, your product experiences, and share your feedback directly with the product team.

    The link to register can be found here. Please note: If you're having trouble signing up, you may need to create a login for usergroups. Thanks!

    0
  • Maxine Levine

    +1! Having the name instead of the title makes it twice as hard to differentiate between tickets, and figure out which ticket you're supposed to be working on.

    0
  • Service Clients

    +1, agree too we need the subject in the tab title instead of the requester name 

    0
  • Trust Payments Ltd.

    Should be configurable to choose  between the two at least.  Or - at least display the title when you hover on the tab

    0
  • Erkin Yaşar

    +1

    0
  • Matt Goodall

    +1 we have many customers email us multiple times a day about different subjects/third parties and it is now a lot more inefficient keeping track of tickets

    0
  • Anthony Severo

    JJ Miclat Are there any updates on the status of making this feature customizable? I felt heard at the Roundtable in October, but I don't believe there's been any news since then. Thank you!

    0
  • Boris Schütt

    +1

    How many ratings do you need to make changes? Or do you only count unsubscriptions?

    0
  • Joshua

    +1 to Ethan's comment. Having the option to see the Ticket Title would be very very helpful to have back for those who prefer to see the Ticket Title, so they have context for which ticket they should be working. That said, I can understand that some may prefer to have the Requester name show on a ticket. Thank you!

    0
  • Teresa Goodnough

    100% agree our team needs the ticket subject back in the tab title or the option to use Ticket Subject and Ticket Number or Requester and Ticket Number 

    0
  • Holly

    Adding a +1 to this as well for it to be configurable. It is so much more valuable for us to have the subject than the requester. 

    0
  • David

    Hello everybody,

    we also miss the subject title in the ticket tab. My colleagues and me we are working with many opened tabs and need the information of the subject to identify.

    We want the ticket subject back! 

    0
  • Alex McFarlane

    Well done Zendesk - subject title is back on ticket tabs

    0
  • Ethan Smith

    Alex McFarlane where are you seeing this? I still see the requester's name in the tab

    0
  • Alex McFarlane

    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.

    0

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