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What is the Modernized Conversational Experience (MCE)?
Pinned
Zendesk Product Manager
Posted Mar 15, 2024
The Zendesk Agent Workspace is modernizing the look and feel of the ticket conversation interface to help agents quickly absorb and parse information in a ticket. As part of this beta program, you’ll see these improvements:
Phase 1: You’ll see a new and improved look and feel to ticket conversations, including:
- Different background colors and avatars for agent and end user messages to improve scanning.
- Grouping chats and messaging messages sent within five mins to reduce surfacing redundant information.
- Channel icons for quick identification and a cleaner UI.
Phase 2: You’ll see new and better ways to filter information and navigate ticket conversations, including:
- The ability to pin important notes at the top of the conversation.
- Quick navigation to see the oldest or newest messages.
- Keyboard shortcuts to quickly skip through messages.
- The ability to filter comments by agents, end users, or side conversations
- Collapsed view of already-read messages
Phase 1 is scheduled to be available on March 25. Phase 2 features will be available at a later date. We’ll update this site as new features are added.
Read here on how to sign up.
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36 comments
Johannes Garske
Thanks! Does it mean that we can finally edit the user card in the ticket-view?
I requested the EAP but don't get a confirmation for the request.
Is it expected behavior?
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Amisha Sharma
Hello Johannes Garske - This beta is limited to the middle view you see in the screenshot, we call that conversation log, the log of the conversation exchanged between the agent and end-user so far. I think you mean the right section when you say user card, unfortunately that would be out of scope for this beta.
I can confirm that you have successfully signed up for the Beta. You will get a confirmation when we activate the beta on your account. Thanks!
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Johannes Garske
Yeah i mean the right section, thanks for the information :)
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Tobias Hermanns
I also register myself here, will it rollout today?
Thanks.
Tobias
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Amisha Sharma
Hello, Tobias Hermanns - Thanks for registering. Yes, we just rolled it out. Thanks!
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Stephen Whyte
I'm part of the EAP and received a notice about it being active. Do I need to sign out and back in to see the changes?
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Tobias Hermanns
I just need refresh browser once, that´s it.
Amisha Sharma
Will this be new Agent Workspace design in future or optional setting?
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Amisha Sharma
Hello Stephen Whyte - Refreshing the browser should do it. Please let me know if it doesn't work for you. Thanks!
Hey Tobias Hermanns - Our goal is to collect feedback during this beta, make the necessary changes and get this experience to a stage where we can GA it. We see this as the default experience for Agent Workspace in the future. We will definitely understand first if there is anything in this new experience that might not work for everyone and then make the decision to GA it.
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Dakotah Poitra
Hello Amisha Sharma,
Is the phase 1 beta available to test in production and test instances? And would this beta test be activated at the individual agent account level vs. all agents? Additionally, how long with the beta test period be available and can we opt out at any time?
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Amisha Sharma
Hello Dakotah Poitra - Phase 1 is available to test in both production and test instances. This would be activated at an account level for all agents. It cannot be activated on individual agent accounts. Read here on how to sign up. It will be activated within 24 hours of signing up. Thanks!
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Jason Walker-C
Is anyone else experiencing difficulties with the events tab opening in tickets since enabling this feature? Since activating it on our account, we're encountering an error whenever we try to open the events tab from a messaging ticket. This problem is entirely new to us, as we never had any issues with the events tab before.
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Kimberly
Can the new MCE experience be rolled back if the user prefers the old experience?
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Jason Walker-C
Also interested in Kimberly's request above if there is no fix for my issue above.
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Jamie Noell
Jason Walker-C, if you mean clicking the events “timer” icon, this works fine for us. I see the events in darker gray boxes as with the prior version.
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Amisha Sharma
Hey Jason Walker-C - There was a bug with the events throwing an error, but that should be fixed now. Please let me know if you're still facing any issues.
Hey Kimberly - Yes, you can opt out by responding to my email. I would just ask you share your feedback as that'll help us improve this design. Thanks!
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Viachaslau
Just wanted to share the comment I left in the survey:
Currently, it is just general UI improvements without any real benefits for us.
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Anton Maslov
Overall feedback from the agents is very positive, although we found a bug:
1. We use Zendesk Chat and send initial message with chat:send command which basically sends it on behalf of the agent.
2. Although in MCE it is displayed as a message from client, not from agent.
see screenshot.
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Amisha Sharma
Thanks Viachaslau Skorbezh for the feedback. Can you share a screenshot so that I can see the odd formatting with the auto translate button?
Hello Anton Maslov - Are you still facing this issue? If yes, can you respond to the welcome email and we will investigate? Thanks!
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Viachaslau
Amisha Sharma Sure. As you can see, the translated message seems to be shrunken by its width.
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Amisha Sharma
Thanks for providing the screenshot, Viachaslau Skorbezh!
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Jennifer Loomis
Will this update affect email functionality or design at all, or does it strictly apply to messaging/chat?
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Matt G.
Also wondering the same thing as Jennifer Loomis. Global interface change, or just chat-related?
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Lisa Kelly
Hi Matt and Jen,
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Yes it applies to all channels. Here's an example of how an email exchange looks.
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Anton Maslov
Is there new on phase 2, when we can expect it?
>The ability to pin important notes at the top of the conversation.
This is quite hot feature we are looking forward too.
>Collapsed view of already-read messages
We had a system with this feature in the past: I hope messages will collapse per user basis, because we had incidents when someone collapsed message with important info, which other agent missed.
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Philipp Metzdorf
I am wondering if there is a way with the MCE to hide agent and brand signatures in the ticket conversation? Obviously they should still be displayed to customers in their emails, but with the new look, it feels like they are taking up even more space for the agents, as every email from us contains an agent signature. Is there something in the work to be able to hide signatures in the agent view?
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Stefan Weiss
Hi all,
can you please add a screenshot of what we can expect with the funktion "Collapsed view of already-read messages?
in the thred I discribed exactly this situation which would be very helpfull for us:
https://support.zendesk.com/hc/en-us/community/posts/7044649007386-Function-to-collaps-expand-ticket-comments-in-support
But I neet to see how it looks and whether it helps us, to decide to activate it right away.
Thanks
Stefan
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Trudy Slaght
Is anyone else having issues with messaging conversation messages showing twice? Unsure whether this is a bug that's just shown up that's related to the updated MCE, or if it's a separate bug. It's affecting all agents though thankfully customers only see one message.
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Viachaslau
Trudy Slaght I confirm, we're facing with the same issue.
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Stefan Weiss
Hi Amisha Sharma
is there already a plan availible for the EAP for Phase 2?
Are there already screenshots availible, expecially from the Collapsed view of already-read messages.
Thanks
Stefan
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Jahn
Hi Amisha Sharma - since the implementation of MCE we are noticing with some agents that some of the messages in the messaging are being sent twice or not being sent at all and unsure if this is related to the implementation of MCE.
Also, is there a chance that we can have the time showing here instead of hovering to see the time?
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