Dave Jensen

This is surprising, especially since the field is importable. It would be lovely to have an Export option so we could export to Excel, manipulate data as needed and then reimport into Zendesk to Manage Organization data.

Our agents use Agent Workspace to chat with our customers. Within the Agent workspace, it can be tricky to see which messages are from the agent vs the visitor without looking at the name of chat comment. 

For quicker reference during chats, it would be great to have the ability to change the color (or font style) of the visitor chat comments so that there is a clear differentiation between what the customer said vs what the agent has said.

In the legacy chat application, agents had the ability to view device information listed next to the Visitor to know whether they were on a Mac or a PC. This was then helpful for agents to know what keyboard commands to give the visitor during our conversation.

Agent Workspace is currently limited and does not allow an agent to view this information. It would be wonderful to have this information pulled into the chat ticket in the Agent Workspace, just like it used to in legacy chat.

Is there a way for the agent to preview a chat in the Agent Workspace prior to accepting? We have newer agents who need to be a bit more selective with the chats they can take and would like them to be able to preview a chat prior to accepting. We haven't yet upgraded to the Agent Workspace and just want to confirm this prior to upgrading