Ticket Conversation Flow in Zendesk Agent Workspace
How does the ticket conversation flow change in the Agent Workspace?
In the Zendesk Agent Workspace, the ticket conversation flow is designed to be more intuitive. The composer window is now located at the bottom of the ticket, and the most recent comments are listed at the bottom as well, creating a more natural conversation flow.
This setup allows agents to scroll up to view the initial comment from the requester, making it easier to follow the conversation's progression. This change is part of several interface updates aimed at improving the agent experience.
More related questions
What changes can I expect in the Zendesk Agent Workspace interface?
The Zendesk Agent Workspace introduces several interface changes to enhance agent productivity. Ticket tabs now display different information based on the conversation type, and customer context information is accessible from a context panel on the…
Can I toggle between ticket events and conversations in the Agent Workspace?
Yes, the Zendesk Agent Workspace allows you to easily toggle between ticket events and conversations. This is done by clicking an icon, which also lets you filter between public comments and internal notes. This feature is part of the updated…
What new features are available in the Zendesk Agent Workspace?
The Zendesk Agent Workspace introduces several new features to enhance agent capabilities. Agents can now translate content directly within the ticket interface, serve chats, and set chat status without leaving the ticket. They can also combine…
Can I deactivate the Zendesk Agent Workspace after activation?
Yes, if you manually activated the Zendesk Agent Workspace, you can deactivate it as needed. This flexibility allows you to test the workspace, gather feedback, and revert if necessary. However, if your account was part of an automatic upgrade by…
Will my macros, flows, and tags be affected by the Agent Workspace update?
Generally, your macros, flows, and tags should not be affected by the update to the Zendesk Agent Workspace. However, it's important to review the list of Agent Workspace limitations before upgrading to ensure there are no specific issues that…
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