Morning,
So over the next week or so we'll see some changes on Zendesk and as they'll show for everyone instead of being the smaller changes, then though I'd let you all know.
First thing, is the Changes to the Requester and CC Fields.
Basically, this means that they're adding an extra feature in where you can search for customers more easily. As you know at the moment, when typing in a requester customer email, then it searches for customers with the same email to help find who you're trying to send the email too. Now it will show 30 results rather than 8 and also the avatars (pictures) have been added to the fields and returned results. Like below!
It will also show the CC's as agents with a small green agent indicator.
As I said above, we'll now be able to search better. In the past, you were only able to search by users based on name or email in the requester or cc box. We can now search by the email domain or by organization name .. examples shown below.
Which might be more helpful searching for council emails etc!
Also changing is a Customizable CC Subject which we won't need to use but if we need to we can change the subject that the CC will see. More details here if you need to know... https://support.zendesk.com/hc/en-us/articles/204227073-Changes-to-CC-Subject-Lines
Tomorrow you'll see that the horrid green at the top, will change to the Normans red! We're finally able to customize to our brand instead of being stuck with green!
Agent Collison & Live Ticket Updates - Tickets will now update automatically, instead of the blue notice at the side to say it's been updated, it will live update. Also, at the minute we can see who's viewing the same ticket, we'll now be able to see what they're doing on the ticket. So if they are editing the ticket, it will show blue round the persons picture to let you know they are editing. We don't necessarily need to know now as we assign tickets but it's just incase 2 people were working on the same one and then both replied etc. More info here if you want to read more... https://support.zendesk.com/hc/en-us/articles/203896676-Changes-to-Agent-Collision-and-introducing-Live-Ticket-Updates
Cheers guys