Steve Logan

Elizabeth Cochran

No - the only implemented it for the newer Zendesk Agent Workspace.  I looked into converting our email ticketing support to that, and decided against it.  The Agent Workspace is trying to be the be-all end-all support interface - phone, text, chat, whats app, facebook, email, twitter.  We do 99% of our support via email and it seems stupid to clutter up our workspace with all that (for us) unnecessary junk.  We're currently looking at alternatives that put the focus on email support tickets.  I've found a couple that are extremely promising that are 1/10th the cost of Zendesk.

@... - 24 days ago you posted that it would be released this quarter: "out better the ability to change color on text in Agent Workspaces this quarter."

Now it's maybe, or maybe not, an update in the next two months.  Honestly that's ridiculous for something as simple as adding a color selector to text - especially as per your previous post you inferred it was already going to be included this quarter. 

@... - the solution is to switch to another product since it's clear that Zendesk doesn't care about what their customers want.  This has been going on for 4+ years now.  About 6 months ago, the board "volunteer" said that it was being included in the next release, but I see that comment has been deleted now.

@... - judging by the fact that it was first brought up in June 2017, and we're now rapidly approaching June 2021, my guess is that it's never going to be added.  If it takes 4 years to add color selection to a simple text area input, then their development team should be let go.  The only reason it's still being asked for is because Zendesk doesn't care what their userbase says would be helpful.

@... - is this an official response from the development team?  If so, what exactly defines "the future"?  This has been a requested feature for 3+ years now.

Clearly the fact that no one officially from Zendesk has directly commented on this, and the only comment was a couple years ago from a "community moderator" shows that they really don't care about ever adding this simple feature.  We moved to ZD from Kayako about a year ago, and while there are certainly many things to criticize Kayako for, listening to user feedback was definitely not one of them. 

We made the switch to ZD about 5 months ago and it's really appalling that this basic feature doesn't exist.  We could eliminate a ton of needless back and forth replies if our agents could highlight or use color to draw the users attention to something specific.  That makes us look better, and when it comes time to evaluate whether ZD is getting the job done or not it makes ZD look better.