We are a busy support team and get lots of tickets in from customers via email, messaging, social etc. In the Workspace agent view, when looking at a ticket, it's very difficult to easily see / follow the conversation thread with regards to who is saying what. This applies to all channels not just WhatsApp, but here is an example. I'm sure you'll agree we need some better separation between replies.
For example, all replies, be it from the agent or the user look exactly the same. There is no divider between replies, no styling difference between an agent and user replies, or other way to easily distinguish between the two. At best, you can use the avatar but this is all you can do and it's not enough with large tickets with lots of replies.
Can we please have a way to customise the ticket view, either a setting in the admin interface where we could perhaps set a different background/alternate colour for each reply so it can easily be identified, or better still some way do do this via the Apps framework where we can modify the CSS/page layout of the ticket conversation view to our specific requirements?
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