Zendesk updated the Agent Workspace to include rich message capabilities to improve agent visibility into customer interactions. Previously, agents could only see these messages as plain text, which made it difficult to understand customer input. With the new update, agents can see the same rich content that customers interact with, providing clearer insights into customer preferences and actions.
This change is designed to streamline the support process and enhance the overall customer support experience.
Zendesk has introduced new visual elements in the Agent Workspace, allowing agents to view messages with carousel and quick reply options. This update enhances the ticket interface, making customer conversations more informative and visually…
To prepare for the new rich message features in Zendesk's Agent Workspace, familiarize yourself with how carousels and quick replies work. These elements will appear in the Agent Workspace just as they do in customer conversations, providing…
If you have feedback or questions about the new Zendesk update, you can visit the community forum where Zendesk collects and manages customer product feedback. This is a great place to share your thoughts and see what others are saying about the…