Reason for Zendesk's Rich Message Update
Why did Zendesk update the rich message support in the Agent Workspace?
Zendesk updated the rich message support to help agents better understand customer tickets. Previously, agents could only view incomplete information from rich messages, which sometimes made it difficult to grasp the customer's needs. The new update allows for more comprehensive message support, enabling agents to see a fuller picture of the customer's issue.
More related questions
What changes have been made to the Agent Workspace in Zendesk?
Zendesk has enhanced the Agent Workspace to support more complex visual elements in the ticket interface. This means agents can now view messages that include text, actions, and images, as well as structured forms that customers fill out. These…
Do I need to take any action to enable the new rich message features in Zendesk?
If your account already has the improved messaging backend, the new rich message features have been automatically added. If not, these features will become available once the rollout of the backend is complete. No additional action is required from…
Are there any limitations to the new rich message support in Zendesk?
Yes, there are some limitations with the new rich message support. While redaction is supported for information in form messages, it is not currently supported for messages that include mixed text, images, and actions. This is an important…
Where can I find more information or provide feedback about the Zendesk update?
For more information or to provide feedback about the Zendesk update, you can visit the community forum where Zendesk collects and manages customer product feedback. For general assistance with Zendesk products, contacting Zendesk Customer Support…
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