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[Agent Workspace] move the reply section back to the top



Posted Aug 22, 2022

Hi all!

We noticed an update over the weekend and now the reply section is its own pane at the bottom. 

We much preferred it at the top and not in its own pane. Since the message and reply are their own sections, they are competing for screen space. Our responses are generally quite lengthy and our user experience has deteriorated. 

I, personally prefer responding to things at the top of the page. I've noticed that even some email services arrange UI like a chat where replies are at the bottom, but (maybe it's my age) I still prefer my replies to be at the top. There is also an issue with preferring my main working area to be at the top of the page for posture/comfort reasons. And not composing message at the bottom of the page. While I can drag the section to be higher, this adds time to every ticket.

I am not experiencing any advantages to this update but many disadvantages.

Thank you.

 

 


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2 comments

Hi Jason, there's a related existing product feedback thread that I think could use your input -- if you can add your feedback here that would be helpful in terms of visibility to our product team: Customize Agent Workspace
 
Since there's already a thread covering this, I'm going to close comments here.

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JJ Miclat

Zendesk Product Manager

Hey Jason!

 

I hear you, and other customers have as well. 

 

Last year, we launched the ability for admins to customize their Agent Workspace (for their agents), via Layout Builder. You'll be able to change the:

  • order of messages in the conversation log, you could configure messages to show up in ascending or descending order based on what time they were delivered
  • position of the composer versus the conversation log, you configure the composer to be at the top and the log to be at the bottom, or vice-versa

Layout Builder is only available for Enterprise customers today, but we're looking to open it up to Professional customers by H2 of this year. 

 

Hope this helps!
 

Cheers,

JJ

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