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New agent workspace, Long emails / signatures

Related products:Ticketing system (Support)
  • May 12, 2021
  • 4 replies
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T

The new interface is troublesome if the customer has typed a long email, or has a long signature. The workspace shows the end of the last message, it should show the start of it. Now we have to scroll up on these cases to see the message.

Also a automatic signature redaction would be super useful (save signature to customer org, and redact it automatically from ticket)

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    4 replies

    K
    • Kilian11
    • April 20, 2022

    I exactly face this issue as well. We mainly communicate via email with our customers. Every email has a signature and the change to the new agent workspace now has the consequence, that we start in a ticket at the bottom and always have to scroll up.

    In special cases zendesk cannot recognize that a ticket-respond has included all previous comments again (comments are then duplicated within the ticket). It seems that it has to do with the email settings of the respondent.

    Suggestion for improvement: Scrolling above the latest message within the ticket affects the appearance of the button "Jump to latest message". By clicking on that button you start on top of the latest message. Why not always start at the top when a ticket gets opened?

      S
      • Sophal
      • June 9, 2022

      We also faced the same issue in our organization. When there are multiple email chains in the ticket, the latest response normally get lost in the middle of the page of the ticket, hence very hard to navigate around.

      Hoping for a solution very soon.

        J
        • JJ89
        • June 14, 2022

        Hey @kilian11, @sophal, and @tuomas,

        Good news - we're working on functionality to have the conversation log automatically jump to the top of the latest message in Agent Workspace, rather than the bottom, for better readability of long threads/emails. It should be available within a month - I'll keep you posted.

        Cheers,
        JJ

          Amisha11
          • Amisha11
          • July 20, 2022

          Hello All,

          Great news! We heard you and we have released an enhancement today. You can find more details in the article. Please feel free to provide feedback as well: https://support.zendesk.com/hc/en-us/community/posts/4784771853338-Need-feedback-on-the-release-of-Open-at-the-top-of-the-latest-message-in-Agent-Workspace 

          Thanks!

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