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Ticket tabs on new Agent Workspace interface

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Trevor S.

Posted Aug 13, 2022

Hello.  We've just switched to the Agent Workspace interface, which looks great overall but... I'm pretty sure on the old interface, ticket tabs showed the first part of the Subject header.  Now they show the Requester name.  This is unhelpful if, like us, you use tickets internally where a lot of the Requesters are the same - like this:

In an ideal world we'd be able to select whether we want to use Requester Name or Subject on these tabs.  (Perhaps other options too.)

Thanks for considering this.

 

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6 comments

Date

    Official

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    Amisha Sharma

    Zendesk Product Manager

    Hey folks!

    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. So please bring those questions, concerns, or feedback!

    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,

    Amisha Sharma

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    Tommy

    Yes, we definitely need to display subject there

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    Mark Gutiérrez

    Very much agree, at least make the old view with Subject header a toggleable option; the blanket assumption of "this will make sense for everyone's workflow" was clearly off-base with this much pushback being voiced. 

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    Meeri Saksman

    Subject needed, this is making our agent's work harder compared to the old interface.

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    Mo Rizvi

    Zendesk Product Manager

    Hello everyone!
    I'm Mo, Senior Product Manager at Zendesk.
     
    Thank you for raising this and telling us where are the pain points in Agent Workspace that need to be resolved. We do have plans around improving the ticket tabs and it is thanks to feedback like yours!
     
    We'd love to hear more about this or any additional feedback live. Please join us Thursday, October 13th at 11 AM CST for our PM Roundtable on Agent Workspace. Come discuss 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!

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    Brett Bowser

    Zendesk Community Manager

    Hey everyone,

    I'm happy to share that we have now launched our improved Agent Workspace ticket tabs! You can find out more information here: Announcing improved Agent Workspace ticket tabs

    Thanks for taking the time to share your feedback with us!

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