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Agent Workspace - Default back when opening the next ticket



Posted Sep 09, 2024

We've had great feedback with being able to customize our workspace for our agents. One thing that our agents did notice that would be helpful is if the selections made on the ticket (as far as resizing the columns, opening a side conversation or clicking into the knowledge panel) would default back to the original view when going to the next ticket. Our agents use our customer context panel on the righthand side panel at the beginning of almost every interaction. When the agent needs to open a side conversation or use the knowledge panel and then moves on to the next ticket, they have to click out of the side conversation and click back into the customer context on the next ticket. It would be great if it defaulted back to the original view when looking at a new ticket. This would help too when working between multiple tickets too. It would be most helpful for the agents to see the default view when clicking into a new ticket, rather than “saving” those selections between two tickets. The agents have extra clicks on every single ticket because they're clicking back to the information they need. 

 

 

 


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Shawna James

Community Product Feedback Specialist

Hey Rachael,

 

Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!

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