Show ticket title in tab, not requester name
Feature Request Summary:
The new agent workspace uses the requester's name in the tab for that particular ticket. This is a change from the old version that used the ticket title. Having the title versus the requester's name is WAY more helpful and I would like to ability to revert that back or choose what detail is displayed in the ticket tab
Description/Use Cases:
We sometimes have multiple tickets from the same requester, which causes an obvious issue with this new setup. Or, we simply don't have the brain power to memorize what issue each specific request is having. Making use of the ticket tabs, which is a great feature in itself, would be way more effective if the change was reverted back so that the ticket title was displayed in the tab.
Business impact of limitation or missing feature:
This change renders the formerly very effective ticket tab functionality way less useful. Slows down our agents, leads to more confusion than the old version did, and just seems like a step in the wrong direction.
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I know a lot of folx here are upset by this aspect of the layout change, as am I. Our company frequently works on multiple tickets from the same customer simultaneously, so this change makes it inconvenient to track all the tickets (inconvenient, not impossible). Hopefully we can get this changed back in a future update.
That said, I really love how the composer window is now separate from the ticket comments, that will make my life so much easier. And Zendesk is a great product over all, especially compared to the ticketing system (or lack thereof) we had before! Thanks for all you do, and for being open to our feedback. -
+ 1. We just move to the new agent workspace, and alas, are also missing the subject in the tabs.
It is easier to keep track of tickets when using the subject, not the submitter. We have submitters who submit many tickets.
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Between this and the strange new editor that hogs the screen and also doesn't allow you to toggle between Internal and Public replies... are these changes run/made by people that actually use the product? Even if that answer is yes, I find it hard to believe it was a clear choice, in which case, PLEASE make these things OPTIONAL so that everyone wins vs making the users regret the product.
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+1, did the change today and this was the first feedback retrieved.
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Howdy folks!
JJ here, Group Product Manager at Zendesk,
In regards to the feedback around the requester displaying on ticket tabs instead of the subject - we hear you, appreciate you being transparent on how you feel about Agent Workspace, and our product development teams are working on providing customers with configurable functionality of what could be placed in their tabs, rather than a blanket approach.
我们很想听到更多关于这种反馈。Please join us on Thursday, October 13th at 11 AM CST for our PM Roundtable on Agent Workspace. Chat with us on what is and isn’t working with recent UI changes, your product experiences, and share your feedback directly with the product team.
The link to register can be foundhere. Please note: If you're having trouble signing up, you may need to create a login for usergroups. Thanks!
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+1! Having the name instead of the title makes it twice as hard to differentiate between tickets, and figure out which ticket you're supposed to be working on.
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I understand that it's been agreed that Zendesk should be able to do this, when will get feature be worked / released?
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+1, agree too we need the subject in the tab title instead of the requester name
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Should be configurable to choose between the two at least. Or - at least display the title when you hover on the tab
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How about giving Admins the ability to decide for ourselves? If our agents like the subject, we can set it to show the subject. If our agents like the requester, we can set it to show the requester.
Make it dynamic and configurable for us!
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Please add this soon.
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+1, agree too we need the subject in the tab title instead of the requester name.
Can you at least make it configurable to choose between the two?
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Is there any movement on this? The PM Roundtable was back on October 13th and I haven't seen any updates about it.
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+1
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+1 we have many customers email us multiple times a day about different subjects/third parties and it is now a lot more inefficient keeping track of tickets
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JJ MiclatAre there any updates on the status of making this feature customizable? I felt heard at the Roundtable in October, but I don't believe there's been any news since then. Thank you!
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fromhttps://support.zendesk.com/hc/en-us/articles/5052137058330:"We will not force Agent Workspace upon you until it’s in a better state for you to thrive in."
Does this mean we will have the option to change the tabs back to ticket subject before Agent Workspace is forced upon us in March?
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I am only now seeing this change, and it's horrendous.
There is no way seeing the requestor name is more helpful than the ticket title.
Please provide a way for changing this as this will cause a lot of issues on our end.
To quote the comment above me, "Why did you mess with success?!?"
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+1
How many ratings do you need to make changes? Or do you only count unsubscriptions? -
+1
Our agents identify tickets by subject, not by requestor name.
We need to have the subject line in the tabs again. It is unmanageable with the ticket requestor's name.
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I'm on Jason's team above and adding a +1 that this is a pan point.
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I raised a ticket with Zendesk to ask when the option to show ticket subject on the tab would be implemented, given that they had already committed to doing this (https://support.zendesk.com/hc/en-us/articles/5052137058330).
This is what I got back:
Noly Maron Unson(Zendesk Support)
Feb 2, 2023, 8:07 AM CST
Hi Alex,Good day.
这是raised to our development team and they mentioned that they are hoping to provide an update within this quarter but specific details are not mentioned.
I hope I can provide a more specific and timeframe-oriented answer but this is currently what is being shared with us.
Thank you for your patience with this matter and let me know if you need anything else
Noly Unson
Technical Support Specialist Engineer
亚博 -
+1 to Ethan's comment. Having the option to see the Ticket Title would be very very helpful to have back for those who prefer to see the Ticket Title, so they have context for which ticket they should be working. That said, I can understand that some may prefer to have the Requester name show on a ticket. Thank you!
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100% agree our team needs the ticket subject back in the tab title or the option to use Ticket Subject and Ticket Number or Requester and Ticket Number
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I too am concerned about this with Agent Workspace being forced on us in a just a few short days. I think we need a reply from a Zendesk PM to give an update on this serious issue. Is the forced conversion to Agent Workspace delayed? Or are we going to be stuck with this?
I hope they seriously consider delaying the Agent Workspace conversion until this is addressed.
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Adding a +1 to this as well for it to be configurable. It is so much more valuable for us to have the subject than the requester.
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+8 (me + my team members)
We just switched to Agent Workspace to test it out before the forced switch. It's a huge pain point for our agents that the ticket tab now shows the requester name vs. ticket subject. They all want the ticket subject back!
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Hello everybody,
we also miss the subject title in the ticket tab. My colleagues and me we are working with many opened tabs and need the information of the subject to identify.
We want the ticket subject back!
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Well done Zendesk - subject title is back on ticket tabs
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Alex McFarlanewhere are you seeing this? I still see the requester's name in the tab
Pleasesign into leave a comment.
67 Comments