Grant Schuemann

Just adding on to the thread that we've also seen a significant increases in false positives marking emails as "Detected as Spam" including for users that had previously sent in emails successfully within the same ticket.

Strong agree with the comments above as well.  We use views for a lot of audit purposes and this update has made it even more time consuming to navigate through the views.  In addition, when performing a bulk update from within a view, as soon as you perform the action, such as deleting 10 tickets lets say across multiple pages, as soon as the bulk update is complete it takes you back to the 1st page.  So if you need to get back to page 11, you have to click 'next' 10 times again to get back there.  Please revert this frustrating change back to how it was or at least help us understand why functionality was removed.

Great, thank you for the update Lisa!

Are there any updates regarding being able to redact information/attachments from side conversations?  

Running into the same feedback on our end.  Posting to see if there is any update?  Having the Subject and Ticket # on the tab instead of the Requester would be vastly more useful.

Posting to see if there has been an update on this request?  We are in the process of migrating to Agent Workspace and this has come up consistently as a pain point in feedback we've received so far.  A large percentage of our tickets will be active for 3-6 months or longer and gather many comments/replies in that span, so being able to differentiate between replies is key for us.

In this new era of having many Zendesk tabs open, I've started to run into an issue where I'm losing work due to the current workflow.  Example:

- I have an active Admin Center tab open where I'm crafting a new automation.  I also have an active Support tab open.

- I navigate to the Support tab to review a ticket.  I then click the '4 squares' Zendesk Products icon in the top right corner and then 'Admin Center'

- Instead of opening a new tab w/ a fresh instance of Admin Center, it will instead take my active Admin Center tab and re-direct it to the Home page in Admin Center, losing all work I had in progress on that automation.

Add this to the many other examples in this thread of the troubles this new release is causing all of us.  #BringSettingsBackToSupport

In Support, is it possible to remove Followers and/or CCs from tickets on a mass update scale?  We have agents that are following 3,000+ tickets and are looking to remove them as a follower on all of them.

Many of the recent comments above already capture my sentiments about this change which has lead to an immediate decrease of efficiency, functionality and enjoyment for our organization.  I do love the idea of an Admin Center as a hub for universal settings, but not at the expense of taking settings out of Support.

Working in Chat and utilizing the Settings panel within Chat only amplifies how damaging this change was (please don't take Chat settings out of Chat next).  Having to navigate out of Support to manage settings that apply exclusively in Support (Views, Automations, Triggers, Macros, etc) simply doesn't make sense from a user experience point a view.  I mentioned in another page that we use Views a lot for audit purposes and having to consistently flip between tabs to adjust and modify is quite a time killer.

Please strongly consider allowing Support settings to return back to Support.  Would much rather Zendesk release this option internally so we don't have to install an app such as the one Vincent Brendel released above in a previous comment (no offense Vincent, I love that you all have provided us an option!).

+1 as well, there should definitely be an admin option for this