Piotr Andrejczuk

Hi!
I would like to share some feedback regarding the new Agent Home. Feedback was shared by one of our agents, so we could say that it is a “ first-hand” opinion.
Re the feedback:

• The homepage button occupies the top position in the side panel, which tells you that this place is (or at least should be) the most important for your work. The button is still there; but my UX has gotten worse since now I have to “seek” “less important” elements of the button list to do my work. The fact that a lot of users never used the old homepage at all and went straight to “views” also hints that the UI might had some problems. Having to do extra clicks on a daily basis can be seen as a waste of time. At the very least, I would like to have the ability to re-arrange the button list if changing the homepage is out of the question. This way, I can tailor my own UX as I need it.
• The old homepage had the “updates feed” which I liked. When working with lots of tickets with different priorities, I could often tell which of the tickets assigned to me require immediate attention based on the updates in this feed without opening many ticket tabs at once. The feed only occupied a fraction of your screen and was not hindering the main view in any way. This feature is completely unavailable in “views”. The new homepage, on the other hand, seems like a glorified update feed feature. I mean, it actually has what looks like two separate update feeds now. But the core functionality that allowed me seeing not only “my” tickets, but also “unassigned” tickets of my team in the same place as the updates feed is gone now. I find it questionable, but the designers probably had their reasons. 
  The new homepage seems to be oriented more for the “chat” support, which I reckon not all ZD customers have.

It would be really great if someone could address those concerns or provide an explanation for the implemented changes. 
Thanks!

Hi!
Currently if the ticket is created based on email and has multiple attachments, those attachments need to be added to email one by one, which is very inconvenient in case of many attachments. If they are added as bulk, their order is lost and they are attached to Zendesk ticket randomly. 
I believe that adding the feature which will help to maintain original order of attachments would improve workflow on tickets with big amount of the files attached.

Thank you!