Niloufar Lamei

@Amisha Sharma

We were forcefully converted to the Agent Workspace and our team spends more time understanding who said what and when and we constantly miss conversations. In addition, since the change we are still struggling and we have NOT gotten used to it. 

So, if you claim that "We're also happy to report that the majority of the tens of thousands of email-based customers that are on Agent Workspace are more productive on Agent Workspace in terms of ticket resolution time (TTR) and first resolution time (FRT)," where is the proof? Where is the data to show the efficiency of this method? How many conversations were in these "studies?" Yes, 2-3 conversations are manageable, but if you have anything more, then I'll ask you to show me how this is more efficient.

And, are you sure that you "are keeping an eye on all such feedback posts?" Because, everybody complains about this switch.

Hi Andrea Rochira,

I followed the steps provided here and only changed the one line (api_version=2). I also did the following:

• Changed the Theme's name to Copenhagen-2.
• Zipped the file.
• Attempted to import the file, but I got exactly the same error as you did.

Were you able to import your theme back? 

Thanks,

Niloufar

None of our agents like the new workspace and everyone was unhappy of the automatic switch. Specially, the main complain was about the order of the comments/notes. We all want the older descending order back (newest to oldest).  

Is there a way to revert back to the old view?  Please advise.

And, it still doesn't work! Last comment was 3 months ago.

What does it take Zendesk? 9 years and you still haven't been able to add a new condition based on an existing field in order to create a view! 

We absolutely need the functionality of adding/removing columns in the search result view.