Customize Agent Workspace

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 

Using the new workspace is like writing emails through a letterbox. We've started to look for a new helpdesk provider.

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.

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?

There is currently no option in the settings to do so.

Somehow we turned it on and 30 min later we turned it back off

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.

We do not use chat yet but we still would have wanted the most recent comment up at the top

Hello everyone,

We sincerely appreciate this feedback and would love to hear more about this feedback live. Please join us on Thursday, October 13th at 11 AM CST for our PM Roundtable on Agent Workspace. Live chat with us on what is and isn’t working with recent UI changes, your product experiences, and share your feedback directly with the product team.

The link to register can be found here. 

The team would like to know more about how different customizations can help workflows, and learn how the plans for allowing this can better be expanded for more teams. 

And also feel free to contact our Support team to learn about any possible changes already available to your accounts. 

The link you have posted does not work yet again

Hello everyone, 

Thanks for the heads up about the link, we should have it corrected so feel free to register. 

The link can also be found here to avoid going back to my post that included it. 

+1 to the reply/comment box being at the bottom of the page instead of the top. It's the major issue my team has with the new agent workspace.

Are there plans in the future to be able to change the layout of the agent workspace so that phone apps don't hide the User Data section?

Is this still an active issue? Reluctant to try if these haven't been fixed.

We were just transferred to the "agent workspace" and we have the same problem here. It is absolutely confusing seeing email threads in wrong chronological order. While the newest message is on top, the comment box is on the bottom. Even worse, older messages appear next to the comment box - it is so confusing for every agent, especially when the conversation got long. 

I see that this thread here is fairly old and Zendesk did not change anything. Wouldn't it be a nice feature, if we could decide ourselves, where to put the comment box? 

New update is horrible.

Smaller box for replies. Why I cannot return back old sorting order? Writing a reply in this small box is extremely frustrating.

We use only "public reply", and "internal reply", now we have to choose from dropdown where is another choose "call" also.

Right side we use custom apps, what has now also smaller place because of three unneeded icons at right. It is a nightmare!

It is simply horrible change. We are also looking for other helpdesk provider.

Hey folks!

We appreciate your feedback on this topic and would love to hear more directly from you live. Please join us on Thursday, April 25th at 9 AM PDT for our PM Roundtable. It’ll be an open discussion on what is and isn’t working with the recent UI changes regarding Agent Workspace. So please bring those questions, concerns, or feedback!

The product team would also like feedback on enhancements they plan on making in Agent Workspace, so we can design the experience tailored to your CX needs.

The link to register can be found here, we’d love to see you all there. 

Cheers,

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. 

Hey @kolten, 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?

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. 

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).

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. 

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?