Hi, Zendesk Community!
We’re doing research to understand how agents use channel switcher and if we are populating the correct default channel when you open a ticket. We’re focused on agent efficiency and understand from your feedback that there are things we can do to make channel switcher easier to manage and use.
Our questions for you:
We have a few questions and would like to hear from you:
1. Are the channel options provided in the channel switcher menu helpful to you? Are there situations where you would like more options?
2. How often do you need to channel switch in a ticket? Do you find the flow helpful?
3. Are we showing you the correct channel when you open a ticket? Or do you need to manually switch to find the correct channel to start typing?
4. The content you type on one channel is not carried over to different channels. How do you feel about this behavior?
5. We know that internal notes are heavily used by the agents. How do you feel about using internal notes? Would you want to change anything?
How to help
Please let us know your thoughts in the comments below. This conversation will be ongoing through early next year, at which point we’ll close it and incorporate our findings here into the rest of our research. The plan is to incorporate improvements to channel switcher into our roadmap for early Q2 next year.
We are also interested in having a Zoom conversation to dig deeper with a few customers. If you’re interested in participating in our research that way, please please indicate that in your comment as well and we’ll follow up via email.