Defaulting Zendesk Apps to Closed Position within Agent Workspace
We strive to enhance our Agent Workspace with additional functionality from Zendesk built apps. These apps are defaulted to the open position such that for an agent, they need to scroll through several apps to find their favorites. If the apps could be defaulted initially to closed within the Agent Workspace, the Support Agent would have less scrolling.
Business Impact: We want to increase efficiency for our Support Agents and have them look at less information for each ticket.
Current workaround: There are none. The Agent needs to scroll through quite a few apps as each has their own favorites. Even if more custom role types are built to limit the number of apps, each app is still defaulted to open.
What We'd Want Instead: Have Zendesk built apps default to closed position on each new ticket or have an additional toggle for an Admin to select open or closed for each app. :)
Thank you for considering this enhancement request!