Early Access Program: Configuring the conversation flow and composer location in tickets

EXACTLY Damir Lukic

You nailed it!

Hi Pablo Kenney,

there's no point in 'reviewing your options'. Customers want to have simpler look for the workspace in a way they were accustomed to before this 'workspace v2' nonsense. We never asked for customizations nor we need any. Agent interface was one of the things that was working perfect and there was no need to change it. You guys are constantly playing the silly game of fixing the things that work fine - will you ever understand that what is not broken should not be fixed? Never heard of it? If it ain't broken, don't fix it?

There are other things that are BROKEN! Literally broken, as they were working until few years ago. Eg. what about auto-refresh of the ticket views? If I don't manually hit refresh, I don't even see there is a new ticket in the queue! Fix things like that first and leave 'workspace' alone, it wasn't broken, it was working fantastic!

Hi Jonas Libbrecht:

Thanks for your feedback. I'm a VP here at Zendesk, stubborn at times for sure, but also focused on listening to you and our customers. You've taken the time to lay out why you view this as a bad change, and I and many other people at Zendesk are using that weigh our options with this feature and other features that we're delivering in 2024. Feel free to reach out directly if you'd like to share more pkenney @ zendesk . com

Hi Richard Frey: 

I hear the concern, and appreciate you providing the feedback. If you'd like to discuss more please feel free to reach out directly at the email above. I cannot promise that we're going to change course, but based on this feedback we are reconsidering plans and weighing our options. 

Hi Leandro Gomes , 

A customer since 2010! Thank you so much. We sincerely appreciate your business, and take your feedback very seriously. As I mentioned above, we're reviewing our options based in part on the feedback, and I extend the option to discuss directly if that would be helpful. We have many features that improve agent agility in the professional plan, but I understand your frustration that this is not one of them. Again, thank you so much for being with us for such a long part of our journey. 

We are ESAPIENS company, one of the first Zendesk users in Brazil, our ticket number 1 is dated August 2010! We currently have 6 products from our company using Zendesk... we spend a fortune every year!

Zendesk has never released a feature aimed at bringing agility to agents without it being necessary to have an Enterprise license. It's an unprecedented shame to charge for changing the order of comments in a ticket.

I am seriously considering migrating our operation to ZOHO/FRESHDESK/MOVIDESK, or similar platforms, where they promise to respect the customer.

Just switch my organization to Zendesk from Zoho after being a previous Zendesk Admin in a previous company... searched around for about 2 hours trying to find the layout option to reverse this order. 

If this is only for Enterprise, it is a feature that will cost my Support Engineers on average 2-3 minutes through the life of each ticket they work. That's A LOT wasted on scrolling through comments. Quite baffled this wasn't added in to the agent workspace nonsense. 

Any feedback on this? Or are we going to have to stick with just: "We are going to send this feedback to our team!" Response?

At this moment, there are - many - zendesk instances which still stick to the previous interface. Zendesk is forcefully trying to push everybody to the new interface. Whilst, the new interface is absolutely not accustomed to your core communication system: e-mail. 

When a "feature" like this is pushed to all plans. Where you can customize the workplace v2 entirely, you will see a complete and easy switch to workspace v2. 

The workspace v2 was promoted to be a flexible interface. Then, you should, make it flexible for everybody and not just enterprise customers. 

There is a reason why zendesk has grown in stock price until the end of 2020. And now is dropping in price. Now they are back to where they were in mid 2018. 

Start, actually, listening to your community and not to stubborn execs. Thanks

Hi all, thank you very much for your continued feedback here. We appreciate your transparency about how these changes are affecting your business. I want to confirm that as your feedback comes we are logging it internally and also following up with your AE to pass along the feedback as well. Thank you again. 

Look, if you intend to cook the frog this way, why don't you simply tell us (your loyal customers) that in a year or two, you will simply terminate all lower plans and forcefully migrate all of us to Enterprise level charging us 5x what we're paying now for 90% of the features we don't need. Because, what you're doing lately smells of what I just said. Do you understand there are other alternatives to your system which is becoming so expensive that it's cheaper to run in-house ticketing system and manage it internally?

Hi Stephen, 
Thank you for the valuable and thoughtful feedback! I've forwarded this along to the Product Management team. 

Hi, first off - it is great to see the functionality be returned. It will make the rollout of the Agent Workspace much easier with my team. It is frustrating that it appears to be Enterprise only at present, as I think this is something other plans would benefit from.

I also wanted to add the following feedback based on my initial testing:

• The editor in the legacy workspace would dynamically resize as you posted larger pieces of text, including if this text was generated via a Macro. The new editor does not dynamically expand - this means if you are writing longer messages OR using a macro with a lot of text, the user has to manually expand the editor themselves.
  
  Having the option to allow the editor to automatically expand would be great.
  
  
• The legacy editor would only appear at the top of the ticket thread and if you scrolled down it would not follow you. The Agent Workspace editor is pinned to the top of the conversation and can take up valuable reading space. This means a user has to click the editor and shrink it manually.
  
  Having the option to have the editor auto-shrink when you scroll and auto-expand when you reach the top of the screen would be a great option to have.
• As you type in the old editor, the entire ticket thread would move down dynamically. In the new editor, if you manually expand the editor, it will simply cover the comments beneath it, as opposed to scrolling them down the pane. This again blocks valuable reading space.
  
  This would likely be resolved by my previous suggestion.

As I continue to test and eventually rollout this UI, I will add additional feedback.