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Forcefully upgraded to Agent Workspace



Posted Mar 27, 2023

We recieved an email from Zendesk saying that we are being "upgraded" to the new user interface Agent Workspace.

As you might have guessed, we do not have that at the moment because of all the issues people are complaining about it.

One of them is mentioned in this thread.

https://support.zendesk.com/hc/en-us/community/posts/4409222725530-Change-the-order-of-the-comments-as-an-agent-when-viewing-a-ticket?

The primary reason we haven't switched yet, is because of the comment order of the tickets. In Agent Workspace the newest comments are in the bottom, instead of in the top, and there is not an option to change this.

I really think it's wrong that you are switching customers to Agent Workspace, when the issues about it has not been fixed yet.

 

E-mail from Zendesk:

"Hi,

We’re reaching out to let you know that we’re upgrading the primary Zendesk support user interface to help you provide exceptional customer experiences and give your agents the ability to work smarter, not harder.

Zendesk will automatically enable this new interface, called Agent Workspace, for your account in mid-June 2023. Best of all, Agent Workspace is already included in your plan, and there’s no extra cost!"


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5 comments

Official

image avatar

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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A forced update is definitely the wrong decision by Zendesk. I am also absolutely against.

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image avatar

Amisha Sharma

Zendesk Product Manager

Hello Jysk,
Thanks for providing feedback on the comment order of tickets in Agent Workspace. The reason we decided to go with a different layout in Agent Workspace is because we wanted to provide a conversational experience where the composer is at the bottom to compose replies and the conversation log is at top with the newest message right above the composer, similar to most other conversational experiences.

We're also happy to report that the majority of the tens of thousands of email-based customers that are on Agent Workspace are more productive on Agent Workspace in terms of ticket resolution time (TTR) and first resolution time (FRT), so we would encourage you to try Agent Workspace for a little bit as your agents may quickly acclimate to the changes..

However, we are keeping an eye on all such feedback posts and starting discovery in Q2 to explore solutions to resolve the pain points we have today with the reading experience. Today, we display the comments from newest to oldest (bottom up approach), but we understand how this layout can be inconvenient for long messages or email conversations. We plan to explore different ways to improve the current experience and will be sure to update here once we have made more progress.

You can also request to be exempted from your scheduled auto-activation by filing a ticket with our support team. Thank you again! 

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@Amisha Sharma

We were forcefully converted to the Agent Workspace and our team spends more time understanding who said what and when and we constantly miss conversations. In addition, since the change we are still struggling and we have NOT gotten used to it. 

So, if you claim that "We're also happy to report that the majority of the tens of thousands of email-based customers that are on Agent Workspace are more productive on Agent Workspace in terms of ticket resolution time (TTR) and first resolution time (FRT)," where is the proof? Where is the data to show the efficiency of this method? How many conversations were in these "studies?" Yes, 2-3 conversations are manageable, but if you have anything more, then I'll ask you to show me how this is more efficient.

And, are you sure that you "are keeping an eye on all such feedback posts?" Because, everybody complains about this switch.

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People have been complaining that your order for emails is wrong for years now and Zendesk has done nothing but double down on forcing it's use.

I hope your keeping a eye on the lost customers as well.

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