We have recently "upgraded" to use workspace, however are receiving many complaints from our agents about some of the unusual design changes that happen when using workspaces.
Tab titles now only shows the users name.
Previously it would put in some of the ticket title in to the tabs, whereas now we only see the users name. When we are dealing with multiple tickets from the same person (which happens very frequently) there is no way to tell the difference between your ticket tabs because they all just have the users name on so you end up having to click through each one to find the one you need.
The way it worked before workspaces was much better, please swap it back.
No easy way to see users email address in ticket.
In order to get the users email address we actually have to click on their name and open up a new page, if there was a convenient way to see the email address of the main ticket requester and copy the email directly from the ticket page this would save the agents some time.
Ticket timelines are now upside down... just, why?!
Why have it change the direction of the old-new when upgrading to workspaces?
The non-workspace version seemed more convenient having the most recent messages and new message box at the top. Even after using workspaces for several months our agents are still complaining about this.
If you have a system which works both ways round then why not make that an option for the agents?
This helps with screen flow a bit as all the most important stuff is near the top of the window, it feels more natural as most email systems work with newest at the top and oldest at the bottom. We actually discussed dropping the workspace upgrade in order to swap the tickets back to the other order but the extra workspaces are needed now.
I just don't understand the design choice, especially as its such a major change from the non-workspace version of Zendesk.
Not exactly an issue with the workspace upgrade, however it is an extremely simple feature which is missing. I can see there are several posts asking for dark mode dating back many years, how has this simple feature not been incorporated, or even discussed as to be developed? Relying on 3rd party extensions for this is not very secure for the business' using Zendesk and when I tested the free ones, they actually slowed the Zendesk site down. As we are spend 90% of the day on Zendesk, something to help ease eyestrain and not slow the website down would be a most welcome feature.
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