Agent Workspace Issue

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Lasse Christiansen

Data ultimo post: 08 nov 2022

Recently we enabled agent workspace, but were forced to disable it, because we experience several issues with it.

Firstly, when copy-pasting a text with an underscore _ it turns the text to cursive.

Say we paste this text "BID_VERSION_3" from our ERP system. 

Then it will turn to "BIDVERSION3 in the ticketing system. 

It's as if anything surrounded with _ turns cursive. 

Secondly, 99% of our tickets come from emails. Typically a customer will send a question to our sales department, who will forward the mail to the support department, which then generates a ticket. 
Problem is that the ticket conversation timeline will then be all messed up with the upside-down layout, with the original question being at the bottom, the forwarded mail at the top and then the chatbot at the very bottom. 

Please allow us to put the chatbox back at the top of the ticket, when enabling agent workspace. 

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      Amisha Sharma

      Hello Lasse Christiansen,

      Thanks for providing feedback.

      The copy paste behavior described in the post is due to providing enhanced markdown support in Agent Workspace. More details here. You can disable this behavior by reaching out to our advocacy team. 

      We have definitely received other requests for putting the composer back at the top and we are currently exploring solutions for this pain point. We will be sure to update you once we make more progress on this one. Thanks again for engaging.

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      Katie Klingler

      We are also experiencing these exact issues. hopefully these can be resolved because this is VERY cumbersome and adds time to our support team responses. 

      3

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