The Zendesk Agent Workspace is modernizing the look and feel of the ticket conversation interface to help agents quickly absorb and parse information in a ticket. As part of this beta program, you’ll see these improvements:
Phase 1: You’ll see a new and improved look and feel to ticket conversations, including:
- Different background colors and avatars for agent and end user messages to improve scanning.
- Grouping chats and messaging messages sent within five mins to reduce surfacing redundant information.
- Channel icons for quick identification and a cleaner UI.
Phase 2: You’ll see new and better ways to filter information and navigate ticket conversations, including:
- The ability to pin important notes at the top of the conversation.
- Quick navigation to see the oldest or newest messages.
- Keyboard shortcuts to quickly skip through messages.
- The ability to filter comments by agents, end users, or side conversations
- Collapsed view of already-read messages
Phase 1 is scheduled to be available on March 25. Phase 2 features will be available at a later date. We’ll update this site as new features are added.
Read here on how to sign up.
