Dzung Nguyen

Currently, I understand Zendesk switched to a new UI called "Agent Workspace" that unified all messaging channels into one single interface and replaced the old chat UI.

 

Anyway, the problems will come when there are lots of messages coming to agents at the same time, the chatting tabs will show horizontally as below and it can show only 4-5 visible tabs and if more than that, the agent has to click "More" to see others messages => this causes lots of inconveniences and slow down the agent performance.

 

A agent normally servers about ~20 customers via chat at the same time, they are expecting to have a better UI that can show all the chat messages (show vertically for example) they are serving in order to optimize their performance.