Zendesk will soon implement a mandatory update to the Zendesk Agent Workspace. For Ayin caregivers, this workspace primarily includes tickets, views, and guides. Although the upcoming update will introduce a fresh look and feel, the majority of the user interface will remain familiar.
EIT will outline some of the notable and significant changes below. Additional details regarding the update from Zendesk can be found here.
A Few Notes to Keep in Mind
- This update only impacts Agents. End-users and customers will see no changes to their accounts.
- All Views will remain unchanged.
- Most changes that caregivers will see will be when they open a ticket.
The CC Field Has Moved
Zendesk is trying to make tickets look more like emails.
- CCs will no longer be added by clicking the CC field on the left. It will be removed.
- You can still add CCs to tickets; it just won't be here anymore.
Adding the First CC to a Ticket
- If there are no CCs on a ticket yet, there will be a CC button on the right of the comment field.
- Clicking the CC button will allow you to add a CC to a ticket.
Adding Additional CCs
- If at least one CC is added to a ticket, the CC button will no longer be displayed.
- Click the user's names that are on the ticket to add additional CCs.
- Adding CCs to a ticket will be very similar to adding CCs on an email.
Latest Messages Appear at the Bottom
- The most recent messages will appear at the bottom of the ticket.
- This is a bigger change that we wanted to highlight.
- We do not have any way of changing how messages are sorted.
Viewing Events
- To view Events on a ticket, the Events button has moved to the upper-right of the ticket comments section.