Zendesk's New Interface (Agent Workspace): Internal Note vs Public Reply


14 Commentaires

  • Commentaire officiel
    Amisha Sharma
    Zendesk Product Manager

    Hello all,

    We're discussing this topic here: https://support.zendesk.com/hc/en-us/community/posts/4487359529754-Agent-Workspace-Keep-content-from-internal-note-if-changing-to-public-reply

    Please use that thread for latest updates on this feature request. Thanks!

  • Kay
    Community Moderator

    Added for clarification: This only applies to the new Agent Workspace.

  • Rudolph Beaton
    Zendesk Luminary

    Is the lost text fixed yet? This is a dealbreaker for my team as far as adding Agent Workspace.

  • Natalie M.

    This is a huge issue for my team, we train them to take notes and draft responses in internal notes so as not to accidentally send the wrong thing to a customer (and proofread before sending). Please bring back the ability to transition text over from an internal note to a public reply.

  • Pat Harland-Lee

    Really need this feature added in as our team constantly drafting using Internal comments by default for important emails, then switches to public once they're sure they want to send it!

  • Amisha Sharma
    Zendesk Product Manager

    Hi All, thanks for providing your feedback on this thread. We are keeping a close watch on this thread and tracking all your use cases and comments. I have a couple of points I'd like your feedback on:

    1. We provide a setting that can help you choose your default channel: Non-email conversations are public by default: this setting determines if the default selected channel when a ticket is opened is Public reply or Internal note.

    The name of this setting is a bit confusing, we support email conversations as well through this setting. We are in the process of renaming it. Please use this setting and let us know if it solves your use case.

    2. Drafts don't carry over across channels. This is intended behavior and has been designed to help us easily scale up in long term. Ideas behind this decision are along these lines:

    • Multiple channel architecture - Zendesk support has multiple channels from where tickets can originate. As a result, agents and end-users can have ticket conversations via various channels per ticket.
    • Proper content treatment per channel type and audience - e.g. a chat ticket can have a plain text chat editor but at the same time provide an editor with rich text capabilities to post private notes. It is not possible to preserve the same content from the chat editor (plain text) to the internal note (rich text formatting) as switching between channels will lose the message formatting. 
    • Customized UI per channel - The different editors/composers per channel allow for providing a dedicated uniquely configured composer UI to accommodate the type of content each channel requires.
    • Unlimited UI scalability and unification - This separation of channels allows for the Omnicomposer UI to scale to an unlimited number of communication channels combinations along with their associated composers. This allows for great channel scalability in a streamlined unified way.
    The downsides are that agents will have some initial friction due to switching from the old familiar paradigm. The benefits in the long term are far greater though - once everyone builds new muscle memory on how to use the interface they will be enabled to serve much richer types of tickets in a unified way that is consistent everywhere. This change is inevitable as we cannot advance the product by building on top of the older limited composer paradigm. 
    Hope this provides a bit more context.

    We appreciate your feedback and looking forward to hearing more.



  • Stephen Belleau
    Community Moderator
    Zendesk Luminary

    Amisha Sharma I love that agents can now draft their internal notes at the same time as their public comment! 

    I still think there is opportunity to make this experience somehow more graceful and efficient, where an agent can more easily create AND submit both internal and public comments in the same submit action. That might require an easier way for agents to review both without needing to toggle between them?

  • Amisha Sharma
    Zendesk Product Manager

    Hello All,

    Thanks for providing feedback. As we work on redesigning the reading and writing experience, your feedback is very valuable. I'm looking to meet with you 1:1 or in a group to get feedback on the new designs.

    Please do not post your personal information when responding to this request, but please let us know if you're open to meeting 1:1 or in a group setting to provide feedback on a few new designs. Thanks! Once we hear back from you, we'll coordinate time with you and send a calendar invite for a 30-minute session. 

  • Hamish McLean

    Sounds like a lot of Buzzzz words and phrases.

    • old familiar paradigm.
    • benefits in the long term
    • new muscle memory
    • serve much richer types of tickets
    • a unified way that is consistent
    • change is inevitable  

    Can we get to the real issue here please and focus on what works for ZenDesk clients and what's going to stuff us up.

    We must have the ability to make tickets default into internal notes - otherwise, things will be sent to clients that we do not want to send to clients - we might lose customers.

    I'm pretty sure my staff can develop new muscle memory to switch to Public Reply.

    The old paradigm is that developers are making sweeping assumptions about what makes a better product .  In my experience, developers never talk to clients/users....most of them like it that way.

    There is a need to ask users what works for them and develop the product that way.  Technically, it might not be as good a product - but if it works better for the customer......

  • Amisha Sharma
    Zendesk Product Manager

    Hello Hamish McLean - Thanks for your response. We have a setting in Agent Workspace, which can be used to set the default channel in Agent Workspace: Agent comments on all tickets are public by default.

    If you enable this setting, the default channel will be public reply. If you disable it, the default channel will be internal notes.

    We're currently thinking through solutions to make it easier to copy content from internal notes to public reply.

  • Hamish McLean

    Great, is it a secret or can you tell me what menu items to select and what to tick/untick please.

    Details are important as there are some ZenDesk champions here and others, like me, just simple users with other jobs to do.


  • CJ Johnson

    Can this not be marked "Answered" as it is a request for a feature? It feels like feature requests keep getting marked "answered" and we're told that the thing we're asking for isn't possible, which is exactly why the post exists, to request it be added. 

  • Yuki Ueda

    Amisha Sharma

    Hi, Are there any updates on the below?

    "We're currently thinking through solutions to make it easier to copy content from internal notes to public reply."

    I have already tried to use macro with "ticket.latest_comment" but in public reply input form the latest comment without richtext(markdown) format and newline character appeared.

  • Matt

    This is absolutely trash.  Please bring back the old way that this worked.    The text should stay in the box, and the drop down should determine where it goes.


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