Nick Lamb

This is affecting me as well. I just had a week long support ticket to track down this issue. Now to upgrade an manually upgrade a user from End User to Light Agent/Agent you have to:

• Open Agent Workspace
• Search for that Users Email
• Click the Users tab
• Click the User
• Change User Type to Staff Member
• Click Manage in Admin Center
• Change Role to Light Agent
• Click People on the Left Hand Nav Bar
• Click Team Members
• Search for that Users Email (again)
• Click the checkbox next to their name
• Click the Manage Brand Membership link at the bottom of the page
• Select Brand from Add to brand Drop Down
• Click Save

This should be:

• Open Agent Workspace
• Search for that Users Email
• Click the Users tab
• Click the User
• Change User Type to Staff Member

This was already a frustrating process since we have to change from Collaborator to Light Agent but with this new feature (which we're not using), a new step which involves copy pasting into a search bar… it's truly horrific user experience. 

Naina Mathur Do you have any updates on when this may be available or what the feature will be named so that we can keep a look out on the “What's New” pages? 

Do you still expect this will come in 2024?

Adding to the list here, we're working on a change to our support model to include more coverage during the week, but also exclude regional holidays, not having this will be a _HUGE_ operational burden to the admins as we're:

* Unable to proactively fill in regional holidays

* Have to determine the time period(s) for each holiday and manually remove/re-add them to the schedule.

This kind of operation is not only time consuming, but adds a decent possibility of making mistakes which would directly affect customers.

Maybe I've missed it, but how do I select defaults for this or otherwise set this via a trigger/macro? I _really_ want to copy over the `Ticket form` for an escalation path we're implementing and don't want this to be manual.

Adam Hanley do you have details on what is cumbersome? The most glaring items for me were comment ordering and somewhat limited markdown support, but I'm interested in anything else painful folks have seen. I want to ensure my team is prepared for this when we're forced to switch.

Eckhard Doll ask your account rep to put a freeze on this. I don't know how long that will hold, but we've had them do this until this feature is implemented as the damage to our workflow from scroll-fatigue would be very high. 

Will state again that we're ready to switch to the new interface and utilize new features, but are primarily blocked on this single item.

Any updates to this? It continues to be a huge issue for us. Today we had an event that's made this even more pressing where when renaming an organization, it was somehow deleted. This has left the tickets for that customer orphaned and unable to be assigned. 

Please fix this and allow for us to edit _at least_ organization and ticket associations so we can have proper accounting of our customer interactions in cases where they've accidentally created two organizations, started as a non-paying customer and didn't create an organization or Zendesk accidentally deletes the organization reference.

“Being considered for the future roadmap” is a disappointing update to this important item. We’ve already spoken to our rep and will be delaying the deployment of the new interface as long as we can while we wait for this feature. We really want to use the new interface and all that goes with it, but this change would have too much impact to justify it.

Please listen to the community and figure this out.

This is a continuing pain point for our more security conscious customers. Is there any continued discussion working to, as the original post notes, Disable the 3rd party cookie requirement globally? 

@... just reiterating that this is still the primary reason we haven't switched to the new interface. This remains a blocker for my team as it greatly impacts our workflow to have comments in the last->first.