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Message column in agent workspace

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Jesper

Publication le 24 sept. 2021

Hi, we recently activated the agent workspace and it works fine, except we are not able to see what our customers are asking. In the old the dashboard we could easily navigate by the customers last message. This is helpful both for keeping SLA on certain tickets and onboarding new agents. 

Currently we display all active chats in a view, but each subject only shows "Conversation with", if we could add "last sent message" as a column to the view this would solve the problem. 

Thanks,

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    Ayush Upadhyay

    Zendesk Product Manager

    Hi Jesper

    Thanks for sharing the suggestion. We will evaluate it and hopefully enable this in the coming quarters. 

    Once available, we will post about this in the community forum. 

    Regards,
    Ayush

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