Dan Sørensen

So i am now again being forced over to workspace.. just let us be with the one we have instead of trying to force us over to this nonsens that is made without a single consideration for us that work b2b only and has absolutely no interest in chat, ai bots etc. Do you really want to force us away from zendesk?

Are you still intending to forcefully move everyone to workspace? I can see this entry has been updated lately. We were put back on the "legacy" and i sincerly hope we stay there. Your insistence on forcing an irrelevant UI towards customers that use Zendesk for b2b mail based support is quite frankly worrying.

I cant use "we are listening" for anything, unless you act on it. If you force us to workflow without addressing the need for oldest first and composer on top and the other major concerns we are going to actively start looking for a replacement, its that simple

Hi Jonathan Aniano,

im happy to hear that - i am one of the ones that were rejected to stay on the older ui. We are scheduled to be switched on monday - will this then not happen, or do we need to do something actively?

@david - i hope your scrollwheels is lubed and ready if your main channel is mail

there already several feedback posts about this, remember to upvote these! :)

Some community manager will probably be by on this post and recommend you to create a support ticket for your request - dont bother, we have been outright refused even though we are on the enterprise plan and have been so for over 7 years.

https://support.zendesk.com/hc/en-us/articles/4484160121498-About-automatically-upgrading

https://support.zendesk.com/hc/en-us/community/posts/4668541557914-Agent-workspace-why-EOL-the-old-view-before-its-possible-to-customize-the-workspace-

https://support.zendesk.com/hc/en-us/community/posts/4846694912026-Four-Key-Changes-that-Need-to-be-Reverted-Back

dont bother, we got rejected outright they just want you to make a ticket so its not visible in here

This is the reply we got when creating a ticket regarding this:

I'm sorry to inform you that unfortunately your request to roll back to the legacy UI has been denied. This means that your account will remain set to using the Agent Workspace interface. We want you to take advantage of our latest innovations and join our customers who have already made the switch.

To help you in the transition, we have created a resources page with more information. See Resources for upgrading to the Zendesk Agent Workspace (https://support.zendesk.com/hc/en-us/articles/4408843572762).

We sincerely appreciate the feedback on how the Composer and Conversation Log placement is not ideal for your individual workflow, and that feedback has come back to us in Product for review and discovery. 

As for the auto-activation of this account, we did carefully review the request in combination with the use-case, however it did not qualify for a delayed activation. I do want to clarify that Zendesk is committed to this UI rollout, so we can ensure that all of our customer base can continue to receive the latest enhancements.  

If you have other questions regarding issues or concerns, please feel free to reach back out. 

unfortunately it wont change anything, often our tickets and replies are based on customer mailthreads - often very long mailthreads. We tried using workspace for 14 days before switching back within the graceperiod - its utterly trash for our usecase. Unfortunately the ZD support and product owner for workspace is completely indifferent to our concerns. I guess that is what happens when a company gets this big in so short a time.

In a big surprise to nobody this is the reply i got

 

I'm sorry to inform you that unfortunately your request to roll back to the legacy UI has been denied. This means that your account will remain set to using the Agent Workspace interface. We want you to take advantage of our latest innovations and join our customers who have already made the switch.

To help you in the transition, we have created a resources page with more information. See Resources for upgrading to the Zendesk Agent Workspace (https://support.zendesk.com/hc/en-us/articles/4408843572762).

Unless support can ensure we are NOT moved to workspace i dont see what that would help - but i have made a ticket to see if i can request to NOT be forced to an inferior UI

Im frustrated because for a company that size it should be EXTREMELY simple to have the ability to decide which of the UIs you want via a simple template selector or similar based on your primary channel.

Unfortunately Zendesk is more and more forcing changes that we cannot opt out of, even if it completely changes the worfklow of the users that is using their product. The replybox placement/order of updates has been mentioned since the very start of the workspace thing.

For me it may be the straw that finally makes me just leave zendesk behind - i dont want it to be a frustrating experience to provide support to our customers.