Before Agent Workspace, there was an option to assign a ticket that was available next to an agent's name and avatar on the comments they had made on a ticket. This made is extremely easy to assign a ticket back to the right agent and group. This is gone in Agent Workspace, and now it takes I think a minimum of four clicks plus typing their name, and consciously choosing the right group. I'd really love the quick assign button back.
Delivered
Bring back quick assign to Agent Workspace
I would also like to see this feature returned for the sake of agent efficiency!
This is the most frustrating missing feature among our team. Please add it to the Agent Workspace 🙏🏻
Good point. We also miss this feature very much since we switched to Agent Workspace. The lack of this function does not help to work more efficiently.
Yes, PLEASE bring back! It's disrupted a lot of processes and efficiencies for my team, as well as accuracy issues with tickets getting re-assigned to the right agent groups (leading to issues going unresolved or being resolved incorrectly)
Before Agent Workspace, there was an option to assign a ticket that was available next to an agent's name and avatar on the comments they had made on a ticket. This made is extremely easy to assign...
It really is efficient. Please bring it back, we have various CSR's that work in different Hizzies and wrong tickets get assign to the wrong warehouses. :(
def an efficiency win if we could get this back, thanks!
Lots of votes to add this to the AW! Any word from a Zendesk Product Manager - is it on the roadmap?
It would be great to have this back, it made our work way easier!
- Employee
Hello Quick Assign lovers!
Thank you for this useful feedback. Your post, comments and upvotes helped us prioritize discovery into bringing Quick Assign to Agent Workspace. As you know, Agent Workspace has a slightly different ticket interface, so we're in UX design discovery now to sort out placement and if we have to morph the feature slightly to fit within the new look. Regardless, the functionality we hear you need, which is to quickly assign back to a commenter within the conversation log without having to search for them within the assignee field - we'll bring back in some form soon.
When we have a better sense for when'ish this would release, we'll report back. In the meantime, if you have any further feedback on why it's tough to find groups or assignees in the assignee field in Agent Workspace and/or why Quick Assign helps your team breeze thru reassignment, we'd love to hear more there as well.
Thanks again to you all and looking forward to making this happen.
- Employee
Quick Assign is officially coming to Agent Workspace this year! We have started development and will be concluding soon. I will share updates as comments, in this community post, as we get closer to rolling this out for Agent Workspace customers.
Thank you again for highlighting this gap for us, we sincerely appreciate all of the feedback.
- Employee
Great news: We are currently rolling out the assign link in the conversation log (aka, quick assign) to Agent Workspace. For more details on timing and functionality, here's the link to our announcement article.
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