Initial feedback on the Agent Workspace

Hi 1263213606009 and 1266547274590 ,

We have recently updated our Drafts app on the Zendesk Marketplace, which should now be able to help solve one of the problems you have outlined above.   Specifically, the app provides a one-click button to move internal notes to a public reply.  The app is free to use, so please give it a try and see if it can help.  Full description of the app is on our Help Centre here.  Feedback is welcome!

Cheers ~

Well, I recently decided to finally start trusting the new Internal Note vs Public Reply functionality and have been using it as it now seems to be intended - to switch between submitting public or internal responses without needing to stop what I'm doing on the other response. It's been working well, and while I still prefer the original approach I could see how other customers would value this more.

When it works, that is. I just lost a public email I spent 45 minutes working on because I flicked over to submit an internal note. 

I believe this has occurred because I was creating a new ticket rather than replying to an existing ticket, but I'm not certain. Needless to say, I'll be going back to avoiding using this function at all.

Completely agree with points 1, 4 and 5 of this post.

1) The subject line being smaller means that it's less obvious when the subject needs to be updated. We have a lot of tickets generated from automatic processes which therefore have suboptimal subject lines, such as:

• Tickets raised by calling a customer from within Zendesk are raised with the subject "Call to John Smith"
• Tickets sent through from other chat systems have a portion of the content of the message as the subject, like "hi i'd like know how to do blah in your system thx"
• Tickets raised from the contact form are "Website Contact Form: John Smith"

I train my agents to change these subject lines before sending replies to the ticket, but I'm finding that even I forget because the subject is just so unobtrusive now. This is resulting in less professional contact points with our clients, which is frustrating. 

4) We use internal comments religiously for drafting responses, and the extra clicks (not to mention having to copy/paste the text between internal and public responses, because it doesn't carry over now) is a surprisingly impactful extra amount of time.

5) The Apply Macro button should definitely align with the field of work it applies to (i.e. the reply box).

Hey folks!

We appreciate your feedback on this topic and would love to hear more directly from you live. Please join us on Thursday, April 25th at 9 AM PDT for our PM Roundtable. It’ll be an open discussion on what is and isn’t working with the recent UI changes regarding Agent Workspace. So please bring those questions, concerns, or feedback!

The product team would also like feedback on enhancements they plan on making in Agent Workspace, so we can design the experience tailored to your CX needs.

The link to register can be found here, we’d love to see you all there. 

Cheers,

Amisha Sharma

CJ Johnson - It should be live on everyone's account. Please let raise a ticket with our advocacy team if you're unable to see it.

Tommy (Anatolii Binkovskyi) - Glad you're liking it :)

Amisha Sharma this is an amazing improvement indeed! Thanks a lot for listening!

Amisha Sharma This doesn't appear to be live yet, do you know when we should expect to see this change? 

Hello All,

Thanks for providing feedback.

We just released the display of To's & CC's information under each email message. Hope this helps solve the need. Please let us know if you have any additional feedback. Thanks!