Agent Workspace: Keep content from internal note if changing to public reply

58 Comments

  • Official comment
    Amisha Sharma
    Zendesk Product Manager

    Hello everyone, we're excited to announce the release of draft mode in the composer to solve the pain point discussed in this thread. Please provide your feedback here: https://support.zendesk.com/hc/en-us/community/posts/5706421005978-Draft-mode-in-composer-We-want-your-feedback- 

    Thanks!

  • Christopher O'Neill

    Big +1 to this.

    The previous behavior, sharing the drafted text as you switched between public and internal, was both more intuitive and allowed for safer drafting of agent responses.

    As teams, we've all had those stomach dropping moments where you send a public reply that was supposed to be an internal note. I always tell agents to draft in internal, then move to public only when you're ready to send it.

    Amisha Sharma, any context on why this was changed and what the hoped for benefit was? I'm curious if I'm missing an advantage of this workflow.

    6
  • Meg

    Our team just recently switched over to the new Agent Workspace and this was an immediate headache. We also used to use the Internal Notes with the old workflow to draft responses before making the replies public. Having the replies not carry over plus the additional click to toggle between an Internal Note and Public Reply is a big pain point for us. 

    5
  • Shayan Moussawi

    Amisha Sharma I believe option 2 but with a slight alteration would make the most sense:

    Introducing said button not only in the composer, but also when the internal note has already been posted. We use internal notes in a similar way, to train new agents and have higher TIER agents check over their internal notes. Being able to quickly move an internal note into the composer and/or send that internal note, would be really handy here as well. Even when said internal note has already been posted.

    4
  • Sarah Knotts

    Amisha Sharma

    This is a HUGE pain-point for my team. We generally draft in the internal note, and then switch it to public once we're satisfied with it. We have many macros that are formulated to be customizable based on the user's need, and we need to keep it internal until we are able to fully work through the customization for that particular user. 

    Could we have an option instead? So that those companies/businesses who need to keep the content while switching between internal and public notes can keep it, and those who prefer it to be separate, can keep it separate?

    I understand changes need to happen, but as a medical company, we need to have this functionality. We upgraded so that we could have easier access to the Knowledge base for agents as we are growing our team, but now it's a hindrance. 

    4
  • Trevor Whitecotton

    Amisha Sharma

    Thank you very much for these updates!

    In response to your pinned comment from February 1st:

    1. Ideally, we'd like this to apply across all channels. We encourage our agents to draft all messages internally before converting them to public reply.

    2. To streamline the agent experience, we'd probably apply it across all channels.

    4
  • Amisha Sharma
    Zendesk Product Manager

    Chris O'Neill - Hello! Thanks for following up. 

    Since Agent Workspace unifies conversations on all possible channels, there were a couple of different reasons to change the behavior/architecture. Please see below:

    • Multiple channel architecture - Zendesk support has multiple channels from where tickets can originate. As a result agents and end-users can have ticket conversations via various channels per ticket.
    • Proper content treatment per channel type and audience - e.g. a chat ticket can have a plain text chat editor but at the same time provide an editor with rich text capabilities to post private notes. It is not possible to preserve the same content from the chat editor (plain text) to the internal note (rich text formatting) as switching between channels will lose the message formatting. Also semantically it doesn’t make sense to be the same as it targets different audiences. Same with public vs private note - the audiences are entirely different.
    • Customized UI per channel - The different editors/composers per channel allow for providing a dedicated uniquely configured composer UI to accommodate the type of content each channel requires.
    • Unlimited UI scalability and unification - This separation of channels allows for the omnicomposer UI to scale to unlimited number of communication channels combinations along with their associated composers. This allows for great channel scalability in a streamlined unified way.

    However, I do see the pain point here. 

    I'd love to understand the underlying need here. I'm thinking of a couple of options to solve this:

    1. How would you feel if an undo send button is introduced and you can choose in settings the amount of time you'd like to wait before an email is sent to the end user?

    2. How about we introduce a button in internal notes composer that lets you either move content to the public email composer or directly send your content to the end user?

    We could even consider changing the architechture. We do have plans to look into this in Q2 and explore some options. All of your engagement here is super helpful and I'm tracking your comments and feedback. Thanks!

    3
  • Alek J Reed

    Hi Amisha Sharma! Thank you for soliciting feedback on this. One of our largest businesses came forward and advised that the clearing of comment when switching from internal note to public reply is causing inefficiencies in their workflow. They are a high volume contact center, so small inefficiencies can greatly impact their metrics.

    I asked them to summarize and they provided the following:

    We typically write our emails in the internal notes field, to ensure emails don’t get sent uncompleted and then we move it to public reply. In the old version, the entire email, including attachments would “roll over” and we could just send. Now, we have to copy and paste it in the public reply area.

    When they state 'new version', what they are referring to is that we recently upgraded them to Agent Workspace.

    I can't speak to other channels, as this is an email-only business.

    Please let us know if we can provide any additional details.

    3
  • Trudy Slaght

    Amisha Sharma of the options you mentioned, #2 would be the preferred way I would like to see. With option 1, it would create a barrier for the times when you have a customer on a call and want to confirm they received the email response while you're still on the phone.  Additionally, I could see #1 being a pain point when training new agents. 

    2
  • Chelsea Hopkins

    Amisha Sharma

    Really hope this is something that can be implemented very soon!!

    As others have mentioned, we tend to use Internal Reply to draft out a response and then convert to Public Reply once ready to send.

    This is a massive bugbear for us to have lost this functionality after enabling the Agent Workspace.

    2
  • Amisha Sharma
    Zendesk Product Manager

    Hello Trudy Slaght - Thanks for providing feedback and sharing your feature request. We will look into the current behavior and think of solutions to improve this experience.

    1
  • Joshua Bentley

    Upvoting this request, but also wanting to check to see if anything else changed with this interface.

    We switched to the Agent Workspace earlier this year and when we did, we could save Internal Notes and Public Replies at the same time. That seems to have changed within the last couple weeks.

    Trudy Slaght - did you ever see the same thing?

    Amisha Sharma - did something change or a setting get added?

    1
  • DL

    +1 to this thread — the old Zendesk functionality (maintaining the drafted message between Internal and Public replies) was much easier to use for all of the reasons mentioned above by other users.

    Hopefully this thread is a reminder to Zendesk PMs to conduct a modicum of user research before making clumsy changes to common workflows.

    1
  • Leigh KELSEY

    I've added notes on other threads, but our team has shared that this is their biggest frustration with Agent Workspace that they've been testing before we upgrade next week. 

    This is the fourth company I've been a Zendesk admin for. At all of these companies, the standard practice has been to start a draft in Internal notes and, when it's ready, switch over to public comment before submitting your response.

    1
  • Luke Desmond

    Hallelujah! Thanks for the update Amisha... would love to help beta test if needed. 

    -Luke

    1
  • Simon Blouner
    Community Moderator

    Hey Amisha Sharma

    In relation to your pinned comment, and the functionality to come:

    1. To us it makes sense making it available on all channel, to carry over drafts from private to public.

    2. To us it would be all channels - however, having the option to select channels, would be neat.

    1
  • Jake Wartenberg

    We only use this feature for email, and we wouldn't need the option to turn it on or off for individual channels.  However, it's important to us that a "drafts" feature would allow the agent to choose after entering text to post as either an internal note or a public reply.

    1
  • Amisha Sharma
    Zendesk Product Manager

    Hey Dave Rooney - If you turn off the draft carry over setting, nothing would change for you, you'll be able to let each channel treat its own draft. If you turn on the setting, you will be able to choose if you want drafts to carry across all channels or only email or only messaging. 

    1
  • Nora

    +1 on this - we haven't migrated yet but this may be a big reason why

    1
  • Trevor Whitecotton

    Hi Amisha Sharma,

    Thank you very much for this update, however, I'm not exactly sure this addresses the concerns expressed here:

    1) I'm not seeing that Draft Mode can be set as the default (to where the agent has to manually switch to Public Reply) like Internal Notes could.

    2) There isn't an obvious visual indication that you're in Draft Mode.

    1
  • Amon Wong

    Hey Amisha Sharma! Any updates about this feature? We just moved to Agent Workspace and I have so many agents frustrated with this. 

    1
  • Amisha Sharma
    Zendesk Product Manager

    Hello Joshua Bentley - Do you mean you were able to save a draft in internal notes and a different draft in public reply at the same time? 

    0
  • Joshua Bentley

    Amisha Sharma No, we were able to submit both an internal note AND a public reply at the same time. Not drafts, notes were actually published to the ticket and replies to the customer were actually sent.

    0
  • Trudy Slaght

    Joshua Bentley We only switched to agent workspace last week. We had delayed the implementation as there are a few things about agent workspace that are still pain points for our team.

    0
  • Joshua Bentley

    Trudy Slaght - gotcha! Thanks for letting me know.

    0
  • Amisha Sharma
    Zendesk Product Manager

    Hello All,

    Thanks for providing feedback and engaging in this post. As we work on redesigning the reading and writing experience, your feedback is very valuable. I'm looking to meet with you 1:1 or in a group to get feedback on the new designs.

    Please do not post your personal information when responding to this request, but please let us know if you're open to meeting 1:1 or in a group setting to provide feedback on a few new designs. Thanks! Once we hear back from you, we'll coordinate time with you and send a calendar invite for a 30-minute session. 

    0
  • Joshua Bentley

    Amisha Sharma - definitely willing to meet to share thoughts.

    0
  • Amisha Sharma
    Zendesk Product Manager

    Thanks, Joshua Bentley. Sending you an email :) 

    0
  • Christopher O'Neill

    Amisha Sharma would be open to chatting as well!

    0
  • Shayan Moussawi

    Hello @Amisha Sharma,

    I would definitely be open to meet and discuss these concerns further. Overall we have been using the Agent Workspace for a few months now and the Agents still have some major problems that it has compared to the standard agent interface. The internal note functionality is a part of that.

    0

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