The Agent Workspace is the ticket screen every Ayin agent and light agent uses in Zendesk: the Views list on the left, and a ticket's conversation in the middle with its fields in the sidebar. Most of it is self-explanatory; the three things people ask about are below. End users and external customers never see this screen, so nothing here affects them.
CCs are added in the reply area, not the sidebar
There is no CC field in the ticket sidebar. CCs live with the message you are writing, the way they do in an email:
- First CC on a ticket: click CC at the right-hand end of the reply area (the row that starts with Public reply and To), then type the person's name or email address.
- More CCs: once a ticket has a CC, a CC line appears under the To line in the reply area. Click into it to add another person, or click the × on a name to remove them.
The ticket must be submitted for the CC change to take effect, like any other change.
The newest message is at the bottom
Messages are shown oldest first, so the most recent message is at the bottom of the conversation. When a long ticket opens scrolled up, a Jump to latest message button appears over the conversation; click it to go straight to the end. There is no setting to reverse the order.
Events
To see what happened to a ticket beyond the messages (field changes, group moves, triggers that fired, email notifications sent), click the Events button, the clock icon at the top right of the conversation next to the ⋮ menu. Each message then shows the events that came with it. Click the icon again to hide them.
Related
- Zendesk Keyboard Shortcuts
- Retain Ticket Visibility: the CC Myself (Retain Visibility) macro, for tickets you are not working
- Zendesk Light Agent Training: the starting point for light agents, with links to every Zendesk article in this Help Center