Zendesk have updated the layout of the agent workspace. This guide explains a brief overview of the changes.
The main change is the layout of the ticket page. The menu on the left remains the same.
Use the links below to show the changes relating to ticket management:
The two new main features have been added are:
Update a ticket
To update the ticket, the text box is now at the bottom of the page:
Once you have written the update, press Open in the bottom right and the update will add to the chat above (in the same style as Microsoft Teams).
To change the update to an internal note so the requester cannot see the it switch the option above the text box:
More information about the new layout can be found here.
Log a ticket
Logging a new ticket is done from the same link as before (+ Add > Ticket), the ticket text is now added at the bottom of the screen:
More information about logging tickets can be found here.
Passing a ticket
The method of passing a ticket to another agent or team has not changed, so can still be done via the Assignee menu on the left.
These allow agents to have conversations with a specific group of agents in the ticket, the requester cannot see the conversation.
To add a side conversation into a ticket, click the plus sign button next to the Side Conversation box at the top of a ticket:
The side conversation will be added to the ticket chat box:
If the conversation is no longer required or a side task has been completed, it can be marked complete by clicking on the conversation in the ticket updates (shown above) and selecting Mark done.
Please speak to Ben Ventrella if you wish to discuss what this feature can be used for.
More information about side conversations can be found here.
Manage chat from the ticket (Service Centre use only)
Chat status can be manged from the speech bubble icon in the top right:
New chat requests appear in the top right of the screen:
After clicking Accept, Zendesk now goes straight into the ticket. The chat box now appears in the same area as the box to update the ticket:
More information about chat can be found here.