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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
Matt Davis
This seems to have rolled out to our Production instance overnight, which was not enrolled in the beta program. Is this now Live rather than a Beta? Where is the documentation on the new changes and features we can share with our users?
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Jahn
Matt Davis - there is full documentation on the changes to expect but it looks like it has been taken down or something.
https://support.zendesk.com/hc/en-us/articles/6900372839834-Announcing-a-modernized-conversational-experience-for-Agent-Workspace-beta#h_01HRWW1AP40V6FF8RK11AB5PEX
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Fallon Albrecht
Same question as Matt
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Lisa Kelly
Hi Jahn, and Matt,
This feature has gone GA and is currently rolling out to customers. See this Announcement for details.
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Efrat Barak Zadok
I thought one of the things you are planning to address is the 'Jump to latest message' button that often covers text we are trying to read, and does not have an easy way to clear this or prevent it from coming up on tickets in future.
In some occasions it also showing when there are no new messages and you are in the bottom of the ticket.
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Stephen
Hi,
Is there any word when phase 2 is commencing? Pinned comments is a feature my team are actively requesting and would be great to gsee it in action.
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