Since the transition to the Agent Workspace, our team has experienced a significant drop in UI efficiency due to the horizontal orientation of the ticket interface. Specifically, the layout makes it difficult to reference the "Original Ticket" or "Initial Request" while simultaneously drafting a response.
Impact on Workflow:
- Increased Context Switching: Agents are spending 5–10 seconds per ticket just resizing windows to see the full context. This is happening multiple times per ticket.
- Reduced Accuracy: Because the original request is often hidden behind the composer or pushed off-screen, agents are more likely to miss small details in the initial query.
- Agent Fatigue: The "scroll-up-scroll-down" nature of the horizontal layout is physically more taxing compared to the side-by-side vertical view. We are having to constantly drag splitter up or down to either see what is in the original request or make space to work in the ticket.
Proposed Solution:
- A "Vertical View" Toggle: Allow agents to choose a layout where the Ticket Fields/Original Description remain pinned in a vertical column on the left (or right) while the conversation flows in the center.
- Pinned Initial Comment: Alternatively, provide a way to "Pin" the first comment of a ticket so it remains visible regardless of how far down the agent scrolls in the thread.
Business Value: Restoring a vertical or side-by-side layout would directly improve our Average Handle Time (AHT) and reduce agent frustration by allowing us to keep original request in view while we work on the request.
Industry: Real Estate - Tech Support
