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Modernized Conversational Experience Feedback
Posted Apr 16, 2024
First of all, this update is great! Visual refreshments are always welcome and appreciated.
However, we noticed a few things:
1. Color or customer's message. It looks great if messages are short, but we primarily exchange emails with our users, so texts are huge. And this color is a bit heavy for such a case. The best scenario would be to have the ability to customize this color at the account level.
2. The same is true with message highlights while hovering. Highlight is okay, but it is a bit too sharp. So, if you scroll through a ticket with a huge amount of messages, it blinks very much and distracts you. A smoother hover animation and lighter contrast would fix it.
3. Shift+Click (while selecting words in the message) worked much better before this update. Right now it often selects the border of the whole message.
4. Message grouping does not work in the tickets created from Mobile SDK.
5. I'm unsure if this is the right place to report it, but when you have a few tickets open, the highlight of the selected (opened at the moment) tab is very weak. It is hard to understand which ticket was opened. This is the place to increase contrast, for sure. Added a screenshot to illustrate. https://pasteboard.co/DRj4UV5GOwxT.png
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6 comments
Nikki Goodson
I completely agree with this! The funny thing is that I just submitted the opposite feedback - that I wish the color contrast were more!
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Stephen
Hi,
Totally agree with this post - we deal in Email and Web Form requests, typically with long comments.
The experience looks great for shorter messages, but reading long-form emails and the colours used to distinguish the comment types from customers / agents / internal notes is too strong. I would love to either see additional options from Zendesk themselves or to have control of this ourselves.
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Gabriela Manarim
Concordo com o que foi comentado, seria excelente poder personalizar as cores.
Deixo aqui o feedback de dois agentes:
1- “Achei as cores que destacam as caixas de mensagem muito parecidas entre a nossa interação e a do merchant (cinza claro e azul claro). É possível mudar para uma cor mais diferente entre elas? Apenas para melhoria de visualização.”
2- “Quando eu preciso selecionar uma sequência de letras ou números que estão divididos por pontuação, eu não consigo selecionar tudo com dois cliques do mouse (pois quando faço isso, ele seleciona só o trecho delimitado pela pontuação). E se eu clicar mais uma vez eu acabo por selecionar a linha inteira digitada. Para resolver isso, eu preciso clicar duas vezes com o mouse num trecho, segurar o shift e então clicar com o mouse no trecho restante que preciso selecionar. No layout anterior não ocorria isso.”
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Alan Holmes
This was applied to our instance today, but we never signed up for the beta and I can't find an announcement that it's out of beta, nor can I figure out how to turn it off so we can make sure our staff is aware of the change and trained if we would decide to activate it.
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Lisa Kelly
Hi Alan. Here is the Announcement, including the GA rollout dates.
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Alan Holmes
So, I think it's pretty easy to see why that announcement was lacking, since the same verbiage isn't used or referenced at all -
“Announcing ticket conversation improvements (default experience)” vs. the CURRENTLY PINNED ARTICLE “What is the Modernized Conversational Experience (MCE)”
And why were the options not given to choose our colors and our rollout date with a toggle? The Dev and documentation teams really punted on this summer rollout.
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