Jason Pulley

Austin Meier You're probably right on that, unfortunately. I think your comment should serve ominous notice to how severely Zendesk has negatively impacted their user base. This means that you are actively paying them not to use their native interface but have been forced to build your own, leveraging only their API-accessible items to preserve efficiency. My team continues to stumble on new things daily that have reduced their ability to provide for our clients as quickly and efficiently as we previously had.

Karim Schlegel Indeed we are. I believe this will continue until Zendesk acknowledges the community's frustration and begins to address it. From all of the articles I've poured over, their stance seems to be "it is what it is", which is a massive disservice to the substantial user base that was left with no choice in these changes; some of which seemingly geared towards reducing the effectiveness of day-to-day desktop based support specialists.

I know this is not new news to Zendesk, but given how poor this new interface is, I thought I might start a new topic to agree with others on how many steps backward you (Zendesk) have taken by enforcing this new Agent Workspace. The layout changes and workflow make absolutely no sense in the day-to-day use of Zendesk Support. Many of the more helpful features that teams such as mine have come to rely on were either changed entirely or relocated to areas that are non-sensical. For example, relocating new responses to the bottom of the thread is not only almost antithetical to standard email traffic, but the formatting has also caused multiple issues with being able to actually find the most recent response from requesters. Another example is relocating the requester user data a) to the other side of the panel and b) reformatting it so that it is no longer editable directly from the current ticket. These are two of the many items causing disruption to workflows that agents have created to maximize efficiency and client satisfaction.

We are in tech and are very open to advancements and the evolution of our software and services. But amongst my entire team, there has not been a single positive feature mentioned or highlighted following this change. This should be optional for those that find it innovative in some way, and in no world should it have been enforced on the user base.