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Zendesk Agent Workspace

Related products:Support
  • July 16, 2022
  • 7 replies
  • 22 views
S

Note that we changed to Agent Workspace a few months back.

It is a large step back from the prior interface.

No longer do your tickets automatically refresh, you must continually refresh to browser to see new tickets or comments to existing tickets.

With the prior interface tickets refreshed automatically and we loved our Zendesk (and have from the start of the company, yes, we have been a client that long).

This is a large step back, hoping you get it corrected.

PS - I don't wish to be negative in a public blog, but you don't allow us to open private support tickets (I guess that makes two negative comments in one post)

    7 replies

    Brandon Tidd
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    • Brandon Tidd
    • User Group Leader
    • July 16, 2022

    Hi @stan12,

    Sorry to hear you're having trouble with Zendesk Agent Workspace.  While I don't have a direct answer for you, I do have some resources you might find helpful.

    First, you can absolutely still open a private ticket with Zendesk from within your instance by selecting your profile avatar > 'get help' > 'ask a question' and ask the chatbot to 'talk to an agent.'  Although the conversation is no longer session-based, this just means you can provide your feedback and leave the browser, and your conversation will be waiting for you when you return.

    Although auto-refresh is not native to Zendesk Support, you can 'force' a refresh simply by clicking through your views or using the circular arrow to the right of the word views (you do not need to hard refresh your browser).

    Another option is to install this 3rd party Chrome Extension purpose-built for this functionality.

    Finally, as an absolute worst case scenario, you can always turn off Agent Workspace and revert your interface back to the classic view.  Either way, I suggest you add your feedback to this existing post in our Community.

    Hope this helps!

    Brandon Tidd

    Brandon Tidd, Zendesk Guru
    S
    • Stan12
    • Author
    • Newcomer
    • July 16, 2022

    Am I mistaken, are we not forced to upgrade to Agent Workspace?

    If I revert back to the Classic View, will the functionality be there as before?  Will the Classic View be supported going forward?  Is there a sunset date for the Classic View?  I was under the impression that at some point we would need to upgrade as the Classic View would not be supported.   Thank you for the prompt reply.

    Lou11
    • Lou11
    • July 18, 2022

    @stan12

    At this time, Agent Workspace is not mandatory, although I would expect it to be at some point. We don't use it since we only use one channel and there's no real benefit for us to switch.

    S
    • Stan12
    • Author
    • Newcomer
    • July 18, 2022

    It will or won't be deprecated? The link to the third-party refresh is not valid?  Not sure why Zendesk would drive me to a third party for functionality that has been native since they started.

    Lou11
    • Lou11
    • July 18, 2022

    Not sure what you're asking. As of now, there are no plans to deprecate the classic view. I'm just saying that in my opinion, it will go away some day.

    Brandon Tidd
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    • Brandon Tidd
    • User Group Leader
    • July 19, 2022

    Hey @stan12,

    Sorry for the broken link - here's the correct version:

    https://chrome.google.com/webstore/detail/zendesk-auto-refresh/fienhnlhhgmpnedllhaofmbekocecghf?hl=en

    It's worth noting that this is not a Zendesk supported / recommended solution, rather a solution to a problem that Zendesk has not (yet) offered a fix for.  I'm recommending it as a community moderator (not as an employee of Zendesk).  Hope this helps!

    Brandon

     

    Brandon Tidd, Zendesk Guru
    Kolten
    • KoltenEmployee
    • Employee
    • April 12, 2023

    Hey folks!

    We appreciate your feedback on this topic and would love to hear more directly from you live. Please join us on Thursday, April 25th at 9 AM PDT for our PM Roundtable. It’ll be an open discussion on what is and isn’t working with the recent UI changes regarding Agent Workspace. So please bring those questions, concerns, or feedback!

    The product team would also like feedback on enhancements they plan on making in Agent Workspace, so we can design the experience tailored to your CX needs.

    The link to register can be found here, we’d love to see you all there. 

    Cheers,

    Kolten Kittleson

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