Purva Surana

我们已推出在专员工作区工单界面中显示更复杂视觉元素的功能。该界面现在可以显示：

• 包含文本、操作和图像的消息。例如：
  
  
• 客户填写的结构化表格。例如： 
  
  

此更新可帮助专员快速捕捉到与客户的对话，在视觉上也更加醒目。

此公告包括以下主题：

• 有什么变化？
• Zendesk 为何作出这项更改？
• 我需要做些什么？
• 在哪里可以找到更多信息？

有什么变化？

专员工作区现支持在工单界面中显示更多丰富消息。

Zendesk 为何作出这项更改？

以前，专员只能从这些丰富消息中获得不完整的信息，有时难以理解客户需求。通过此更新，我们添加了更多丰富消息支持，以帮助专员了解工单。 

我需要做些什么？

如果您使用的是改进后的消息传送后端，这些新功能已自动添加到您的帐户。如果您还没有后端，新功能将在推行完成后可用。

新的丰富消息支持存在以下限制：

• 支持将表格消息中的信息标记为密文。 
• 目前不支持将包含混合文本、图像和操作的消息中的信息标记为密文。

在哪里可以找到更多信息？

如果您对此公告有任何反馈或疑问，请访问我们的社区论坛，我们将在这里收集和管理客户对产品的反馈。如需获取关于 Zendesk 产品的常规帮助，请联系 Zendesk 客户支持。

我们将在专员工作区工单界面中推出新的视觉元素，特别是在工单中显示消息的功能，包括轮播和快速回复消息传送选项。此更新可让专员快速捕捉到与客户的对话，在视觉上也更加醒目。

此公告包括以下主题：

• 有什么变化？
• Zendesk 为何作出这项更改？
• 我需要做些什么？

有什么变化？

专员工作区现支持在工单界面中显示轮播和快速回复消息传送选项。客户在其支持旅程中使用这些元素，让专员能够更加全面地了解客户体验。

Zendesk 为何作出这项更改？

在此之前，专员只能以纯文本格式查看这些丰富的消息，难以定位客户的输入内容。通过此更新，Zendesk 将提高专员对客户看到并与之互动的丰富内容类型的可见度。此更改将使专员更清楚地了解客户的偏好和操作，从而简化支持流程。

我需要做些什么？

熟悉轮播和快速回复的工作方式。它们将像在客户对话中一样显示在专员工作区中。

如果您使用的是改进后的消息传送后端，这些新功能已自动添加到您的帐户。如果您还没有后端，新功能将在推行完成后可用。

专员工作区中的轮播（智能机器人生成器中的“添加轮播”步骤）：

专员工作区中的快速回复（智能机器人生成器中的“显示选项”步骤）：

在客户互动期间使用这些元素，可确保您实时全面了解客户的选择和输入。目前无法将这些消息中的信息标记为密文，但我们希望在以后的更新中添加标记为密文功能。

请参阅渠道功能，获取丰富消息等功能支持的完整列表。

如果您对此公告有任何反馈或疑问，请访问我们的社区论坛，我们将在这里收集和管理客户对产品的反馈。如需获取关于 Zendesk 产品的常规帮助，请联系 Zendesk 客户支持。

Hey Simon Ferndriger , thank you for taking the time to provide us with this feedback. We apologize for the delay on our end in providing you with a response to your feature request.

This is a great feature request and I have added it to the backlog for future consideration. This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community.

Thank you again for your feedback and for being a valuable customer with Zendesk.

Hey  Jón Andri  , thank you for taking the time to provide us with this feedback. We apologize for the delay on our end in providing you with a response to your feature request.

This is a great feature request and I have added it to the backlog for future consideration. This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community. 

Thank you again for your feedback and for being a valuable customer with Zendesk.

Hey SQ ZHANG , thank you for taking the time to provide us with this feedback. We apologize for the delay on our end in providing you with a response to your feature request.

We wanted to let you know that at this time we are not able to commit to building this feature. We understand this may be frustrating but wanted to ensure we closed this loop to remain transparent.

At this time we are going to close this post for comment and mark it as “not planned”. If you are interested in learning more about this and other features being built please make sure to check out and follow our Community events, What’s New Community Topic, and Zendesk Updates. Again, we apologize for our delay and appreciate you being a valuable Zendesk Community member.

Hey Anton M. , thank you for taking the time to provide us with this feedback. We apologize for the delay on our end in providing you with a response to your feature request.

We wanted to let you know that at this time we are not able to commit to building this feature. We understand this may be frustrating but wanted to ensure we closed this loop to remain transparent.

At this time we are going to close this post for comment and mark it as “not planned”. If you are interested in learning more about this and other features being built please make sure to check out and follow our Community events, What’s New Community Topic, and Zendesk Updates. Again, we apologize for our delay and appreciate you being a valuable Zendesk Community member.

Hey Максим Насон , thank you for taking the time to provide us with this feedback. We apologize for the delay on our end in providing you with a response to your feature request.

We wanted to let you know that at this time we are not able to commit to building this feature. We understand this may be frustrating but wanted to ensure we closed this loop to remain transparent.

At this time we are going to close this post for comment and mark it as “not planned”. If you are interested in learning more about this and other features being built please make sure to check out and follow our Community events, What’s New Community Topic, and Zendesk Updates. Again, we apologize for our delay and appreciate you being a valuable Zendesk Community member.

Hey Максим Насон , thank you for taking the time to provide us with this feedback. We apologize for the delay on our end in providing you with a response to your feature request.

We wanted to let you know that at this time we are not able to commit to building this feature. We understand this may be frustrating but wanted to ensure we closed this loop to remain transparent.

At this time we are going to close this post for comment and mark it as “not planned”. If you are interested in learning more about this and other features being built please make sure to check out and follow our Community events, What’s New Community Topic, and Zendesk Updates. Again, we apologize for our delay and appreciate you being a valuable Zendesk Community member.