Introduzione all’interfaccia agente Support (interfaccia agente standard)

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Anton de Young

Data ultima modifica: 19 mar 2025

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      Cédric PASCUAL

      L'interface agent rendu obligatoire n'est pas du tout ergonomique pour la simple et bonne raison que le ticket et le champ de réponse ne s'affichent plus dans un scroll unique, mais sur une division de la fenêtre principale par 2.
      Ceci a pour conséquence directe une lecture des tickets (en plus d'autre à présent classé du plus ancien au plus récent) sur une hauteur d'affichage de Limitée…
      Avant nous pouvions consulter allègrement nos échanges tout en rédigeant une réponse en bénéficiant de la totalité de notre espace de travail. Ce n'est plus le cas aujourd'hui ou nous devons nous battre à chaque ouverture de ticket avec cette disposition d'affichage calamiteuse.

      Voir la capture d'écran en pièce jointe qui illustre parfaitement cet enfer quotidien.

      Une demande au support a été passée, sans solution si ce n'est passer d'un abonnement Suite Growth: €115 par agent par mois à Suite Professional: €149 par agent par mois → Irrecevable à mon sens pour une modification qui est imposée et qui enlève la praticité d'usage initiale.

       

      Cette interface agent a rendu l'outil moins efficace que précédemment.

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      Gabriel Manlapig

      Hi Marjorie,

      The support home dashboard isn't customizable, but there has been a product feature request for it here: Customizing Home Dashboard
       
      You can up-vote that original post and add your detailed use-case to the conversation. Threads with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
       

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      Marjorie Vilcarromero

      Is there a way to show news on the dashboard? Like production issues so the agents are aware of what is happening?

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      Leo Medalla

      Our ticket layout is different. Is there a way to have it on standard agent interface as shown on the main window?

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      Kaitey Withnell

      Hi Zendesk, the UI of the Agent Workspace has recently changed.  The new Ticket Options drop down and changes to displayed page numbers within Views are particularly cumbersome to use since the changes were implemented a few weeks ago.  Not sure if you have any recommendations or would like to take this as feedback. :) 

      Issues:

      - Page numbers previously displayed a wider range, so you could skip through 4-5 pages at a time.  You can now only skip through 2 pages at a time

      - The 'Suspended' View's Ticket Options overlap if you've changed the View order

      - When merging tickets within a View, the page continually snaps up to the top when attempting to select a ticket.

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      Marco

      Hi Juergen! At the moment unfortunately no. The app sidebar will stay closed if you previously have done so, and will stay open if it was previously open. Having an option to set this by default would be helpful though. I would suggest putting this as a feature request: https://support.zendesk.com/hc/en-us/community/topics/1260801325369--Feedback-Ticketing-System-Support-
       
      Cheers! 

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      Jonathan

      Hi, is there a way to keep the app sidebar always open by default when loading a new ticket, even if I previously closed it?

      Thanks!

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      Jeff C

      Hi Juergen,

      You must disconnect the Integration from the Zendesk instance it was first connected before you can set it up on a second instance. Kindly check the steps indicated in this article and follow the steps for Disconnecting the integration.

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      Juergen Hoehne

      How do we disable - ticket view in another zendesk account - when integrating salesforce a 2nd time?

       

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      Sabra

      Hey Varun Adibhatla! In order a field to the properties panel, you'll need to add a Ticket Field to the Ticket Form that is associated with the ticket. For more information on adding Ticket Fields to Ticket Forms, check out this article: Adding custom fields to your tickets and support request form

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