Alex McFarlane

Ethan - ticket subjects are showing for us since logging on this morning (we're in the UK)

Have quickly looked through settings and I haven't spotted any configuration for this yet.

Well done Zendesk - subject title is back on ticket tabs

Hi Marine.  

No, the article does not help.  Following these instructions to allow agents to amend ticket subjects then blocks customers from seeing those subjects, leading to meaningless ticket subjects in the help centre and email subject lines.  

It appears that it is no longer possible to have both:

• agents who are able to amend the subject of a ticket
• the subject of a ticket visible to the customer

Can you explain why this is, or let me know if there is a way to restore it? As I said above, the only way to achieve this seems to be to give all our agents administrator-level access.  

(This seems to be one of a number of unwelcome recent changes in Zendesk. We have been happy users for a number of years but it is not clear to us why Zendesk is suddenly so keen to remove useful functionality and break people's workflows.)

Our agents have long been able to edit ticket titles, in order to give them a name which is suitably descriptive and which distinguishes them from other tickets.

Since enabling the new agent interface we find that agents can't amend ticket names, unless we follow this step - and, having followed this step, we find that ticket titles aren't shown to customers, being replaced with the initial text of the ticket, which isn't helpful. Administrators appear to be able to amend ticket names regardless.

Is it possible to get back to a state where agents have control of ticket titles AND they are visible to customers, other than to make all our agents administrators? 

Has something changed recently around this? 

Our agents have long been able to edit ticket titles, in order to give them a name which is suitably descriptive and which distinguishes them from other tickets.

Since enabling the new agent interface we find that agents can't amend ticket names, unless we follow this step - and, having followed this step, we find that ticket titles aren't shown to customers, being replaced with the initial text of the ticket, which isn't helpful. Administrators appear to be able to amend ticket names regardless.

Is it possible to get back to a state where agents have control of ticket titles AND they are visible to customers, other than to make all our agents administrators? 

Thanks - it appears we will need to do this. I think the option to only allow agents to add CCs was there for a good reason and it is a pity to see it has been removed.  We would have liked to have used the followers functionality but we cannot afford that loss of control.

Can I ask another question? On enabling 'CCs and followers', agents currently CCd on a ticket are automatically converted to followers.  If we rollback, will they be switched back to CCs?

We used to be able to prevent external users from adding CCs to a ticket.  Is that no longer possible?

We've found that allowing CCs to add further CCs can lead to data breaches.

I raised a ticket with Zendesk to ask when the option to show ticket subject on the tab would be implemented, given that they had already committed to doing this (https://support.zendesk.com/hc/en-us/articles/5052137058330). 

This is what I got back:

Noly Maron Unson (Zendesk Support)
Feb 2, 2023, 8:07 AM CST
Hi Alex,

Good day.

This has been raised to our development team and they mentioned that they are hoping to provide an update within this quarter but specific details are not mentioned.

I hope I can provide a more specific and timeframe-oriented answer but this is currently what is being shared with us.

Thank you for your patience with this matter and let me know if you need anything else
Noly Unson
Technical Support Specialist Engineer
Zendesk

from https://support.zendesk.com/hc/en-us/articles/5052137058330: "We will not force Agent Workspace upon you until it’s in a better state for you to thrive in."

Does this mean we will have the option to change the tabs back to ticket subject before Agent Workspace is forced upon us in March?

This is basic functionality, but it's only available on the most expensive pricing tier.

Is there any solution planned for your 'most popular' pricing tier?