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
Jarad Garlesky
We do not use chat yet but we still would have wanted the most recent comment up at the top
1
Chandra Mullineaux
We cannot migrate to Agent Workspace until we are able to move the content box and most recent message back up to the top. 99% of our ticket volume is via email. We give our customers the option to use chat, but the majority of the requests are too complicated to be handled that way.
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Jarad Garlesky
Somehow we turned it on and 30 min later we turned it back off
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Andy
There is currently no option in the settings to do so.
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Tony Jansson
For any of you that have been moved over to Zendesk Wordspace, have it been possible for you to go back to the old UI awaiting Zendesk to fix the current issues?
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Mirva J
We are forced to postpone moving to an agent workspace because of this non-suitable UI. Looking forward to having an option to view ticket conversation as it is in the default old UI.
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Andy
Using the new workspace is like writing emails through a letterbox. We've started to look for a new helpdesk provider.
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Justine
Our customers use mainly email to correspond so we really need a layout that makes reading emails easy. This layout as if we are chatting on a mobile phone is frustrating and difficult and does not suit our business needs. I would of thought there would be an option to use the interface in a way that serves the business. The tiny chat box at the bottom of the screen is terrible for composing emails
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Jarad Garlesky
This was the worst change ever
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tobias.persson
+1
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