Customize Agent Workspace
已于 2021年8月04日 发布
As of now, forwarded replies into Zendesk show up as very long internal notes, with no organization or cleanliness. We would like the ability to customize Agent Workspace enough to be able to move the comment box to the top of the ticket (versus the bottom), and also have replies separated by a dividing line.
Both of these things were built in and by default on previous iterations of Zendesk, so not sure why a feature that was never broken to begin with was removed. This is key to how agents and internal staff read and respond to tickets, including being able to quickly find pertinent information.
On discussions with Zendesk Support, we were told this is not a native feature that can be changed, nor is it something that engineers can non-natively do. Big feature gap.
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53 条评论
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Amisha Sharma
Hello everyone,
Excited to share with you that Modernized Conversational Experience beta is now accepting sign ups: https://support.zendesk.com/hc/en-us/community/posts/6910916146330-What-is-the-Modernized-Conversational-Experience-MCE
We will be addressing the pain point expressed in this post as well as part of this beta. Inviting all of you to have your admin sign up to opt into this beta to provide us early feedback. Thanks!
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Amisha Sharma
Hello everyone,
Excited to share with you that Modernized Conversational Experience beta is now accepting sign ups: https://support.zendesk.com/hc/en-us/community/posts/6910916146330-What-is-the-Modernized-Conversational-Experience-MCE
We will be addressing the pain point expressed in this post as well as part of this beta. Inviting all of you to have your admin sign up to opt into this beta to provide us early feedback. Thanks!
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Johannes Garske
Why is it still not possible to move the bar at the bottom?
When can we expect that the "apply macro" field and the "Submit as XYZ" button are in the ticket field so that we have more place for other content?
I really don't understand why it takes so long for such an easy to implement feature.
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Anthony Checkas
Another request to consider this and/or additional L&F customization options. Historically, having the ability to customize L&F has always been lacking and the new Agent Workspace has just imposed another, slightly different, standard. The ability to change the layout is helpful, we wouldn't have switched without it, but it would be nice to provide either additional customization options ike: the ability to set a comment background differently for critical service notices, borders around/between notes, etc. color highlights that key off of brand/severity/customer/whatever, to really optimize agent experience/workflows.
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Shawna James
Andreas - please take a look at this article for more information - Configuring the conversation flow and composer location in tickets (EAP)
Erica, if you are not already, I would encourage you to follow our Announcements page so you get more information about product releases directly to your email. I would also look at this thread, Feature Request - Ability to edit closed tickets, where a PM has provided more information and updates. Finally, here is an update on Agent Workspace that may be a good FYI.
Thanks all again!
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Erica
There have been 3 roundtables, 2 years and little to no progress. The same has been true for customers begging to edit closed tickets for 11 years. What's happening internally that causing your VOC program to fail?
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Andreas Autzen
The new design is absolutely horrible. Why on earth did you put the input field in the bottom?
When scrolling all the way down to see the latest comment, you just see the customer's email signature and not their message. The readability is so bad now. Can you please listen to your customers and change this or at least give the option to change it.
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Gail Des Jardin
I would agree that resolving this issue remains a top priority, especially since Zendesk is systematically removing existing features in an effort to pressure customers to migrate to the new Agent Workspace (which is very disappointing).
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Carlos Cruz
Has this been addressed? We are receiving the automatic switch to Agent Workspace and been a B2B, the latest post I seen (a button that jumps to the thread but not actually to the start of it) seems more like a patch than an actual fix.
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Jessica Cancian
Hey Kolten Kittleson, nice that you are scheduling a meeting for an open discussion about Agent workspace. The time is 11 CET and is not feasible for organisations that work with CN timeframe.
Would it be possible to schedule another session in a different timeframe or have a 1 to 1 with my company on the same topic?
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Kolten Kittleson
Hello h_sz_ke
We appreciate the feedback on how the composer is structured, the layout of the side bar, and of course the workflow for changing the privacy setting on comments.
As for opting out of the upgrade, that is possible. If you are currently using Zendesk, you can contact our Support team and they will assist in temporarily shifting your account off Agent Workspace.
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