Agent Workspace Issue

예정됨
image avatar

Lasse Christiansen

2022년 11월 08일에 게시됨

Recently we enabled agent workspace, but were forced to disable it, because we experience several issues with it.

Firstly, when copy-pasting a text with an underscore _ it turns the text to cursive.

Say we paste this text "BID_VERSION_3" from our ERP system. 

Then it will turn to "BIDVERSION3 in the ticketing system. 

It's as if anything surrounded with _ turns cursive. 

Secondly, 99% of our tickets come from emails. Typically a customer will send a question to our sales department, who will forward the mail to the support department, which then generates a ticket. 
Problem is that the ticket conversation timeline will then be all messed up with the upside-down layout, with the original question being at the bottom, the forwarded mail at the top and then the chatbot at the very bottom. 

Please allow us to put the chatbox back at the top of the ticket, when enabling agent workspace. 

5

12

댓글 12개

날짜
    최신순

      공식

      image avatar

      Brett Bowser

      Zendesk Community Manager

      Hey everyone, 

      I just wanted to share that we have now launched an EAP that will allow you to customize the conversation flow and composer location in tickets. Thanks so much for sharing your feedback and check out the following community announcement for more information: EAP Announcement: Configuring the conversation flow and composer location in tickets

      Have a great rest of your day!

      0

      공식

      image avatar

      Brett Bowser

      Hey everyone, 

      I just wanted to share that we have now launched an EAP that will allow you to customize the conversation flow and composer location in tickets. Thanks so much for sharing your feedback and check out the following community announcement for more information: EAP Announcement: Configuring the conversation flow and composer location in tickets

      Have a great rest of your day!

      0

      image avatar

      Amisha Sharma

      Please continue discussing the desired composer position issue here: https://support.zendesk.com/hc/en-us/community/posts/4408860670106-Customize-Agent-Workspace

       

      Thanks!

      0

      image avatar

      Sylvia Jimenez

      I understand the frustration with the issues experienced with the agent workspace. It sounds like there are a few specific problems that are causing difficulties in the workflow. I hope that the issues can be addressed, and resolved soon so that the agent workspace can be re-enabled and improve the overall experience for the team.

      0

      image avatar

      Dekbi

      Hi Bill,
       
      I have created a ticket for you so that we can assist you on this.

      0

      image avatar

      Amisha Sharma

      You can opt out of this feature. Please send this post to the advocacy team and they should be able to remove you from the feature mentioned in the article. Not opt out of Agent Workspace.

      0

      image avatar

      bill cicchetti

      I reviewed the article but still unclear. I see its mentioned that a customer can opt-out.  Is that opting out of Agent Workspace or the markdown functionality?  If its the latter, as I mentioned before, Support told me there was no way to turn it off or opt out. II would appreciate it if you can provide me some more insight on this process so I can pass on to Support.

       If its the former (opt out of agent workspace) that will entail lots of work on our side to prep and retest the change.

      0

      image avatar

      bill cicchetti

      Support said only using CTRL-SHIFT-V to paste into ZD would disable the markdown conversion.

      Is this what you are referring to?

       

      Support had no other options

      1

      image avatar

      Amisha Sharma

      Hello bill cicchetti - If you would like to disable markdown conversion to HTML when copying from external sources and pasting in the composer, we do have a way for that. Please reach out to the advocacy team and we will disable that for you.

      0

      image avatar

      bill cicchetti

      I was told by support that the markdown functionality cannot be turned off.  Is this correct?  If so then the above statement is inaccurate and quite frankly unacceptable.  Our support team works with database/software support.  It is common to have SQL scripts copied from other sources into the body of a ticket. I understand there is a work around (using CTRL-Shift-V) but having agents remembering to use this every time is not realistic and leads to invalid scripts being sent  to clients/DBAs.  Seeing this was not an issue prior to the move to Agent Workspace and I suspect not intended behavior this should be flagged as a defect and not even require these types of feedback posts. Please provide a more long term solution ASAP.

      3

      게시물 댓글 달기가 중지되었습니다.

      원하는 정보를 못 찾으셨나요?

      새 게시물