What is the Modernized Conversational Experience (MCE)?

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.