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Entrou em 19 de set. de 2024

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Última atividade em 12 de fev. de 2025

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Youli comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

We were forced to switch to the new homepage layout today and we totally agree with these comments: the preview feature was the most important feature of this page and now it's gone. We also don't understand why the updates have been moved to the bottom right corner where there's so little space that you can only visualize a few updates without scrolling. But that's the information we need most: why hiding it down there? You could hide all the rest, but not that!

Exibir comentário · Publicado 12 de fev. de 2025 · Youli

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Youli criou uma publicação,

Publicação Feedback - Ticketing system (Support)

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)

 

The customization of the agent workspace is not complete: you can only customize current tickets but when you open a new ticket it will have the standard ticket layout

 

What problem do you see this solving? (1-2 sentences) 

 

I find the new version of Zendesk is only usable with a good customization

 

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)

 

We open several new tickets on a daily basis

 

Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)

 

Yes I use the old version of Zendesk (without agent workspace) and I wouldn't have any problem to keep on using it, but you force me to upgrade by the end of October.

 

What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

 

Very simple: let the personalized default layout apply to all tickets. Why not? I can't see any reason.

Publicado 20 de set. de 2024 · Youli

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Youli comentou,

ComentárioTicket customization

“When you first create a ticket, the standard ticket layout is used no matter what default layout or contextual workspace is configured for the ticket.”

 

Why? If I set a default layout I want that layout to apply to all my tickets including new created tickets. It's confusing to having new tickets looking different than old tickets. There's no reason for that!

Exibir comentário · Publicado 20 de set. de 2024 · Youli

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Youli comentou,

ComentárioTicket customization

I'm testing the new interface again, and I can now put the composer on top but unfortunately this only seems to apply to existing tickets. Every time I open a new ticket the composer is still at the bottom and it gets on top only after updating the ticket. This is very annoying when you have to write an email in a new ticket.  Why doesn't the configuration apply to all tickets? That makes no sense.

Exibir comentário · Publicado 19 de set. de 2024 · Youli

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