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Initial feedback on the Agent Workspace



2022년 5월 13일에 게시됨

So I have had, yet another, reminder to switch over to the new agent workspace.

I have had another look and here's my initial feedback when comparing to the current workspace.

1) The ticket Subject/Title is no longer in bold, larger font, so it gets lost on the screen. When dealing with multiple tickets open at once this is a key anchor point for the eye identify what you are working on.

2) The Ticket fields on the left now have even more white space between the fields. This gives the agent more scrolling up/down to view info. If anything these need to be closer together than currently as when we moved to Zendesk from our old system all the scrolling the agents had to do was a constant gripe.

3) The light grey horizontal bars between each posting have gone, which loses the structure of the ticket. (They DO appear on the email to the Requester). There is more white space between each post. Again. more scrolling for agents. Less info on screen at any one time.

4) To flip between Public and Internal comment now takes two clicks, before it was one. How can this be seen a better UX? Can we have the two tabs as before.

5) The Apply Macro button has shifted left. This should be aligned with the text input box. Not the sidebar.

6) The Internal comments posting is shaded much lighter than before and doesn't stand out as well, in my view.

As it stands we have decided not to migrate to the new Agent Workspace.

 


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Amisha Sharma

Zendesk Product Manager

Hello everyone,

Excited to share with you that Modernized Conversational Experience beta is now accepting sign ups: https://support.zendesk.com/hc/en-us/community/posts/6910916146330-What-is-the-Modernized-Conversational-Experience-MCE

We will be addressing the pain point expressed in this post as well as part of this beta. Inviting all of you to have your admin sign up to opt into this beta to provide us early feedback. Thanks!

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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 ~

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공식

Hello everyone,

Excited to share with you that Modernized Conversational Experience beta is now accepting sign ups: https://support.zendesk.com/hc/en-us/community/posts/6910916146330-What-is-the-Modernized-Conversational-Experience-MCE

We will be addressing the pain point expressed in this post as well as part of this beta. Inviting all of you to have your admin sign up to opt into this beta to provide us early feedback. Thanks!

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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.

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Thank you Nicky for adding your feedback in here, we appreciate your reply! Please note your feedback has been logged for our PM's to review. Thank you again. 

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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).

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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

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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 :)

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

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

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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!

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