English (US)

Agent Workspace Issue

Planned
Lasse Christiansen

Recently we enabled agent workspace, but were forced to disable it, because we experience several issues with it.

Firstly, when copy-pasting a text with an underscore _ it turns the text to cursive.

Say we paste this text "BID_VERSION_3" from our ERP system. 

Then it will turn to "BIDVERSION3 in the ticketing system. 

It's as if anything surrounded with _ turns cursive. 

Secondly, 99% of our tickets come from emails. Typically a customer will send a question to our sales department, who will forward the mail to the support department, which then generates a ticket. 
Problem is that the ticket conversation timeline will then be all messed up with the upside-down layout, with the original question being at the bottom, the forwarded mail at the top and then the chatbot at the very bottom. 

Please allow us to put the chatbox back at the top of the ticket, when enabling agent workspace. 

12 Comments

  • Official comment
    Brett Bowser
    Zendesk Community Manager

    Hey everyone, 

    I just wanted to share that we have now launched an EAP that will allow you to customize the conversation flow and composer location in tickets. Thanks so much for sharing your feedback and check out the following community announcement for more information: EAP Announcement: Configuring the conversation flow and composer location in tickets

    Have a great rest of your day!

  • Katie Klingler

    We are also experiencing these exact issues. hopefully these can be resolved because this is VERY cumbersome and adds time to our support team responses. 

    3
  • Amisha Sharma
    Zendesk Product Manager

    Hello Lasse Christiansen,

    Thanks for providing feedback.

    The copy paste behavior described in the post is due to providing enhanced markdown support in Agent Workspace. More details here. You can disable this behavior by reaching out to our advocacy team. 

    We have definitely received other requests for putting the composer back at the top and we are currently exploring solutions for this pain point. We will be sure to update you once we make more progress on this one. Thanks again for engaging.

    -2
  • bill cicchetti

    I was told by support that the markdown functionality cannot be turned off.  Is this correct?  If so then the above statement is inaccurate and quite frankly unacceptable.  Our support team works with database/software support.  It is common to have SQL scripts copied from other sources into the body of a ticket. I understand there is a work around (using CTRL-Shift-V) but having agents remembering to use this every time is not realistic and leads to invalid scripts being sent  to clients/DBAs.  Seeing this was not an issue prior to the move to Agent Workspace and I suspect not intended behavior this should be flagged as a defect and not even require these types of feedback posts. Please provide a more long term solution ASAP.

    3
  • Amisha Sharma
    Zendesk Product Manager

    Hello bill cicchetti - If you would like to disable markdown conversion to HTML when copying from external sources and pasting in the composer, we do have a way for that. Please reach out to the advocacy team and we will disable that for you.

    0
  • bill cicchetti
    • Edited

    Support said only using CTRL-SHIFT-V to paste into ZD would disable the markdown conversion.

    Is this what you are referring to?

     

    Support had no other options

    1
  • Amisha Sharma
    Zendesk Product Manager

    There is another option to remove customers from this rollout: https://support.zendesk.com/hc/en-us/community/posts/4799753297818-Need-feedback-on-the-release-of-a-Markdown-enhancement-in-Agent-Workspace

    0
  • bill cicchetti

    I reviewed the article but still unclear. I see its mentioned that a customer can opt-out.  Is that opting out of Agent Workspace or the markdown functionality?  If its the latter, as I mentioned before, Support told me there was no way to turn it off or opt out. II would appreciate it if you can provide me some more insight on this process so I can pass on to Support.

     If its the former (opt out of agent workspace) that will entail lots of work on our side to prep and retest the change.

    0
  • Amisha Sharma
    Zendesk Product Manager

    You can opt out of this feature. Please send this post to the advocacy team and they should be able to remove you from the feature mentioned in the article. Not opt out of Agent Workspace.

    0
  • Dekbi
    Zendesk Customer Care
    Hi Bill,
     
    I have created a ticket for you so that we can assist you on this.
    0
  • Sylvia Jimenez

    I understand the frustration with the issues experienced with the agent workspace. It sounds like there are a few specific problems that are causing difficulties in the workflow. I hope that the issues can be addressed, and resolved soon so that the agent workspace can be re-enabled and improve the overall experience for the team.

    0
  • Amisha Sharma
    Zendesk Product Manager

    Please continue discussing the desired composer position issue here: https://support.zendesk.com/hc/en-us/community/posts/4408860670106-Customize-Agent-Workspace

     

    Thanks!

    0

Post is closed for comments.

Didn't find what you were looking for?

New post
Powered by Zendesk