Martyn Wong

Feature Request Summary: 

There are two issues that we have experienced whilst trialing the new Agent Workspace UI for a fortnight. As a result, we have reverted back to the original workspace for the foreseeable.

Description/Use Cases: 

Top down ticket ordering is difficult to follow

 

We exclusively receive tickets from customers via email. These emails can contain lengthy conversation between the customer(s) and agent before they are emailed into Zendesk support.

 

The new agent workspace flips the direction a ticket is displayed, so that the oldest reply is at the top, and the newest is at the bottom. When our emailed-in tickets are displayed, the layout is disorientating and the conversation is hard to follow. The latest response is right at the top of the thread, and then we have to scroll to the bottom and read upwards within to read the ticket.

 

We then need to reply to the bottom of the thread, whilst the post we are replying to sits at the top of the ticket. This the complete opposite of the UI experience within an email client, where you reply to an email chain at the top of the conversation which is far friendlier, and the old Zendesk Support honours and works well with this system.

 

 

It's quite important that we can easily see the email address in the ticket. We are aware of the pop-out panel where we can see who emailed it in, but this extra step, alongside consuming screen real estate, particularly on smaller monitors, increases the risk of a miscommunication on our end due to being a missed extra step. It is far easier and more logical to show the email address right below the ticket title.

Business impact of limitation or missing feature:

The thread ordering issue is quite a big problem for us, as we receive nearly all tickets via email, and a fair amount of these emails have conversation in beforehand, before being turned into a ticket. The majority of our agents were complaining about getting lost in an email chain, and a new feature should not add confusion.

The email address being hidden is problematic, particularly for our agents on smaller devices - but since it already says "via email" why not display the email address too? It seems like dead space that could be better used, and we would be able to more quickly find who we are replying to.