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
Marko Lukač
Hello,
My organization also uses Zendesk for B2B support and the only channel we use is email. We would also appreciate to have the option for a more "email-like" flow of communication in a ticket, which is oldest messages on the bottom, newest at the top, with the composer at the top.
This is a very natural UI setup for anyone that primarily relies on emails, and the new agent workspace layout is not great for us, and might make us look for other ticketing system options.
Some of the other features of agent workspace are great, but this one really makes our jobs more difficult.
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Maik Künnemann
Hello Amisha Sharma we talked about the topic from Gail. Do you have an update for this feature?
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Gail Des Jardin
Has Zendesk made any progress towards making the location of the composer (comment box) configurable? Similar to others, we are B2B, and have no need to connect to social media chat options. The new location makes Zendesk more difficult to use, and may be enough of an impediment that we'll have to start looking at other support tools.
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Amisha Sharma
Maik Künnemann - Sending you an email :)
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Maik Künnemann
Hi, Amisha Sharma I'm very interested in a 1:1 - could you please send me an invite?
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Amisha Sharma
Hello All,
Thanks for providing feedback and engaging in this post. As we work on redesigning the reading and writing experience, your feedback is very valuable. I'm looking to meet with you 1:1 or in a group to get feedback on the new designs.
Please do not post your personal information when responding to this request, but please let us know if you're open to meeting 1:1 or in a group setting to provide feedback on a few new designs. Thanks! Once we hear back from you, we'll coordinate time with you and send a calendar invite for a 30-minute session.
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Sam Woodfield
Just checking in on Lauren Slack-Chen's comment as it is now mid 2022.
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Kilian
Regarding new Agent Workspace issues there is another request I want to share here:
New agent workspace, Long emails / signatures
I have a question since I have read that some of you already switched back to the old workspace: Will this "old workspace" be supported in the future? We only use Zendesk in B to B environment and communicate mainly via email. Therefore, the new agent workspace is uncomfortable.
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Maik Künnemann
There are any news about a config to have the editor on top and the comments ordered the same way as in the default old UI? The new ordering and the moved editor to the bottom are currently the obstacle to switch to the new agent wokspace. The new agent workspace is simply not suitable for main B2B email communication. See also the comments from here: https://support.zendesk.com/hc/en-us/articles/4408821259930/comments/4545739119642
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Monica
3. Comments / replies to be separated with dividing line
Commenting to add support for this design returning. Looking forward that improvement.
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