Feature Request: Additional Contextual Workspace options
Feature Request Summary:
Additional features and conditions within Contextual Workspace (more granular) similar to Triggers.
Description/Use Cases:
Ability to have conditions more than Brand or Group. For example:
- Custom fields that are set on tickets via form. ie. Category>Refunds shows all the refund macros. ie. Category>product information shows all the Product info macros
More micro settings on the apps page:
- Languages within the KCapp. ie. We have a help site that is for the same product but different teams (UK vs US). And in the help site, to keep articles separate, the Language is set. This means that there is a default on tickets. So when a US agent loads the KCapp, they see UK articles and have to manually set the language to US.
- Within the Ticket manager app, have fields mandatory on tickets that meet the criteria as this would help when the field is shared across many forms
Ability to limit macros that appear when searched
- You can state which macros appear for the workspace in one massive group but there is not a way to search for the selected macros without pulling up ALL macros the Agent has access to.
Business impact of limitation or missing feature:
More Conditions
- We have massive Products with hundreds of macros. The purpose of having Workspaces was to help our Cross-trained reps only see macros for the product they are working on. However, it is difficult for our teams to find the macro in the huge list so it would be more beneficial for macros to appear for certain custom fields the Agents set on their tickets.
Micro App settings
- Having to set the KCapp language on every US ticket is time-consuming and requires additional training as the 2 teams have different processes. This also increases the chances that the wrong article is linked and affects our reporting
Additional ability to search macros
- With no way to search macros that are listed for that contextual workspace, Cross-trained reps have to waste time manually looking for the macros in the approved list or still risk using the wrong macro for that ticket.
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Hi Sydney, thanks for posting this feedback! I'm not in a position to speak to all of the issues you raised, but I'd like to understand more about the macro search issue you raised:
- Can you talk about how complex your support organization is?
- How many contextual workspaces do you have?
- Roughly how many macros do you have assigned to your contextual workspaces (a range or average would be helpful to know)?
Improvements to this area aren't on our roadmap at present, we're always looking to learn more about the challenges you're facing so we can steer our development efforts into the most impactful directions. Thanks again for sharing! -
We have 50+ groups and Brands and each with 100+ macros.
We have just started using Contextual workspaces so currently 3.
At first we were using all macros for each group (100 macros for each workspace) but it made it too hard to sift through manually. When you search it shows all macros for every group you have access to. And most of our Agents are cross-trained so they can have access to 300 macros at a time.
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+1 to this feedback, especially when it comes to being able to define a Contextual Workspace on custom field selections (not just Group and Form).
We use a single form for Customer Support; the customer selects a topic for their request (using a custom dropdown; this is the subcategory aka "Topic" of the ticket).
We need to show agents certain apps, macros, etc. depending on this (custom field) Topic. For example, if the request is related to filing a warranty claim, the agent needs different tools vs if they need to manage a mailing list or answer product questions.
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+1 and I would like to add the post:
1. There is currently no restriction on who can edit what in the workspace. For example, an Admin creates a workspace, but anyone with access to edit can also edit this workspace. We should be able to set who can edit all workspaces vrs just ones they make or restrict by group
2. We should be able to restrict the options currently offered in the workspace. For example, there is an option for a workspace to be made that will change the form. We have triggers in place that already adjust forms so we do not want any workspaces being made that will change the form outside of the trigger
3. We want to ensure that workspaces and workspace changes are in the audit log. If we can't restrict who makes changes to other workspaces, we better be able to tell who made the change and what the previous settings were
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Another addition to this post:
4. Teams should not be able to CREATE workspaces for Groups they are not part of. For example, a Team Lead should not be able to create a Workspace for HR if they are not part of it. Imagine HR going to work on a ticket but everything is loading wrong and they don't have permissions to edit Contextual Workspaces
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