GitLab Support Operations, 14 Jun 2023

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From YouTube: Agent workspace Demo and AMA - 2023-06-14

Description

Agent workspace Demo and AMA - 2023-06-14

A

Hey y'all, so this is a demo AMA of agent workspace, which is sendesk's new UI for agents um specifically on the ticket page, because, honestly, it really doesn't change anything anywhere else. This is something zendesk is very invested in to the point of they're gonna Force everyone to go to this.

A

We have gotten delays and delays and delays and delays as much as we could, but we kind of got the this is probably your last delay. We can afford you, so it's it's time to start getting us all prepared for it.

A

um This is the second recording we've done the first one we kind of just did a blind demo, showed everybody thing and took any questions we got and tried to. You know collate that into our document that I've got there.

A

um The idea here is to kind of do the same thing of they were a little better informed. Let's see what happens when we go even further with this, let's see, if there's any other questions, because the plan is by end of quarter, we will be switched to this.

A

So with that in mind, let me do a quick screen share. Demo of this, if I can figure out which one's the right one yeah, that should be the right one, all right cool, so uh agent workspace, it looks similar, but doesn't the first thing you will notice when you go to work, a ticket is your most recent reply is not at the top.

A

They have reversed that order completely uh when you first loaded a ticket you loaded into the top of it like this you'll have this little nice box here it says, jump the latest message and that'll. Let you jump all the way down to the bottom.

A

The next thing you'll likely notice, is your reply. Box is now at the bottom of the ticket if you've ever seen the customer side of zindesk. It looks a lot like this. The customer response at the bottom things are loaded from oldest first to the newest, so that's some things you're going to like instantly notice. The first time you go over to this.

A

um For those who, like that preview button and your response as you're typing, it you'll also notice it's gone. It does not exist anymore.

A

um What it does now is just formats your stuff, as you type so you know, editor three helps if I get off the line that I've turned into a header, but you'll notice that just you know it formats it as you type so.

A

So that's one thing: you're gonna have to get used to the other. Is the difference between a public and internal reply, so protect my public reply previously. If you switched over internal, it would copy your message. You'll notice, it no longer does that. So you know I have this is an internal reply. If I go back to public reply, it's still got my old message. If I go back to internal reply, it's got that message. So there's a complete degree of separation between the two.

A

They will not copy one to the other, but this also does mean that you have the ability to submit an internal note.

A

Come over to your public note and immediately submit that that's depending how you look at it convenient or Troublesome I, I kind of look at this convenient it lets me type up. My reply switch over to internal, add some notes and keep switching between the two without having to worry about having a notepad open.

A

So that's really convenient to me at least, but um the other thing you're going to notice is that this is very much a wysiwyg. Now um the biggest thing is, you might be used to you know: markdown links, they do not work anymore. You now need to actually you know type your thing highlight it command K and then you know.

A

Type your reply to get your link, the difference. There is macros, still use, markdown links and somehow magically work. Fine sandusk renders those five. So as an example, you have macros, um they still are at the bottom and you can navigate them that way.

A

But a new convenient feature is you can type slash and start typing out the name of the macro to quickly access it so because we're not responding I can quickly get my macro there, but it only works if you start with the slash, so you know if I'm doing it, it's not going to populate there because I've not started with the slash or you know.

A

If I'm doing you know, path to file I'll still be okay. However, if I start with that, you'll notice, it's no longer it's having some issues. It will end. If you do another slash so pass to file, will work fine, but it's going to try to Auto assume that if you start with Slash, you want a macro that might take a little getting used to, especially in support where we often have to type file paths.

A

So just a thing to kind of keep in mind as you go um another big difference, everything is resizable, which is a nice feature. I I like this, because, honestly, that's how small things usually are and I hate scrolling to Infinity. So it is nice for me to be able to go. There's all.

B

My things they're.

A

All right there I don't have to figure it out and then kind of throw it back. It will remember the sizing you've used so once you kind of find the sizing you like it'll, stick there until you kind of change it another feature which will be useful for full agents, not light agents, but full agents is the ability to Ping other people.

A

um I would show you here, but I am terrified of what will pop up when I hit that at sign, but you would type in at sign and start typing the person's name and that'll. Let you at somebody as an example. If Lewis was in this instance, I could at Lewis and when I submit my reply.

A

What it's going to do is add a this is federal, so follower, but on global it'll, add a cc um which will allow you to not only ping that person get them a notification but also CC them on the ticket. That's really useful for cross collaboration. You know if Lewis is working on a ticket, he needs me to look at it.

A

He could go Post in slack and blah blah blah or he could just add me on the ticket it would assign it would CC me and I would get a notification and then I could look at it at my leisure.

A

um Another thing you might notice is your apps were over here. They still are, but now everything's confined to these icons, so the nine boxes, I I'm sure, there's a name for this icon that I see everywhere. I just don't know it will be your apps. If you click that you get all your apps to load up, you also have two new icons. This will search the knowledge base. Surprise.

A

We don't really use that because it's the knowledge base in zendesk I'm talking with them about somehow figuring out how to get the one in our docs, because that'd be more useful um and then, above that you have the customer context box, which gives you all kinds of information such as their current. You know their most recent interactions, their email, their org, their local time. What language they speak, any notes that have been added to the user um I have admin access.

A

So it's giving me the option to edit this user, but you may not see that access, because you know you shouldn't be editing users anyway, but things like the recent interactions are nice, especially working in context of maybe billing tickets security tickets? You know if you're like.

C

A

Many gmcas have I said to this person: it's real convenient to have them all popped up right there, so those are some some of the features um most of this bottom part is the exact same. You've always seen. You've got your stay on ticket or you can change this to Next in view close tab. You've got your. You know various statuses, so none of that's changed. If you go to like the org page, nothing, there has changed the user page nothing. There has changed all the real changes happen on this ticket page.

A

Another convenient feature is the ability to redact things without the need of an app. Previously we had a zindesk app, you had to click it and type your search string, and it would try to find your search that way.

A

You now have the ability to actually come here and hit redact and I could say: okay, Mark, that for redaction and redacted, and it will redact it. So that's real convenient um there is a built-in translator using Google translate, but we obviously we use unbattled to do that. So the preference company wise is still to use on battle, especially as that makes uh you know internal note with English it's been translated, or vice versa, whereas using Google translate sends it in another language, not in any English.

A

So somebody else coming in will have to translate your reply to figure out what you said.

A

um So that's some of the big things I'm going to start to share, but I wanted to open it up for any questions. People might have um things that you noticed of you're like hey. This is different, but you didn't document this.

D

Sorry Jason um thank you for that. It's um interesting um reduction, uh reducting attachment, so it's done exactly the same way as you just did just for text all right. Yes,.

A

Exactly so, you'll okay go to the three dots by the reply: you'll hit redact and then it'll give you options to redact the attachments as well as the text.

A

um Those will just be like the boxes you're used to seeing in gitla in zendesk you'll, just click the box to redact it um so yeah it'll be the exact same as what you just saw. Just you'll be clicking. You know, Giant image boxes or whatever in giant file boxes instead of just text.

D

Okay, cool and.

A

It does work for inline images and attachments, although I always offer caution on inline images, because you have to be logged in to see them and email the customer gets is gonna, have a giant broken image, so you use caution with inline images. They work. You can redact them, but uh consider what the customer is going to see when they get that email and what they're going to see is a giant broken image which you know not great.

D

Okay makes sense um and nothing has changed for the customer experience.

A

Correct the customer experience is still the same. This actually weirdly aligns us more with the customer experience, because a lot of what you saw is how it works for them minus. Whatever theme modifications we've made.

D

Okay and you're, using a federal sandbox, is this available in the other sandbox that we recently did. The testing in.

A

That, as of yet because of how this changes things, we wanted to do it on one sandbox, to document everything and then slowly move over to the next stage.

A

um I'm sure you can notice how jarring that was just at the start and Ops still has testing and stuff to do so. The last thing we wanted was to impact testing of actual deployments with us having to go. Oh God, how do I send a reply now so right now, it's just the federal sandbox when I announce it the date that this will go live for zendes production instances. All the sandboxes will be changed over as well.

D

Okay, cool. Thank you.

A

um Anybody else questions comments, concerns thoughts when you saw it like, we want to try to prepare everybody as most as best we can, which is difficult, because this is kind of a it is or it isn't so.

A

um Obviously, one day, you're gonna see it as you currently do in the next day when it goes, live, you're, gonna, log in and see giant agent workspace.

D

I think for me, losing markdown is going to be one of the okay.

A

I've seen this one come up a bit all markdown works except for links and tables, but I mean how often do people use tables in a reply. So your block quotes your headers, your bold, your italics, your underlying all that still works, and you don't need to use the wysiwyg for that.

A

um There's also keyboard shortcuts. If that's your flavor of how you want to do it, I I'd prefer to type the markdown, but if you want to highlight your text and hit command I to make it italics that you know up to you, so all the markdown does work except the links and I'll acknowledge yeah. It's a big loss that made me very sad and it's going to take some getting used to because I still type them in markdown. It's convenient for me.

D

So things like triple back ticks will still work and.

A

Yes, triple back ticks code blocks. All of that still works. um It's just uh Mark links are the big one. I have tables, obviously also don't work, but I'm not confident. Those ever worked in zendesk to begin with. So.

D

Yeah I'll never cut those ones.

A

So your triple back takes your regular. You know your single back to stuff like that, will all still work without a problem. You can still use the markdown and the way it'll work is, you know previously you'd, just type it hit. Preview and you'd see it because this pre-renders, when you hit those triple back, ticks you'll, see a code block automatically already form and you're typing into it. So you'll be able to I, guess more quickly, see the the markdown you're using is working.

A

It really depends on. If you were one of it like me, I type and then I hit preview. That's how I've always done it I like doing it that way. So this is jarring to me of not being able to do that. It pre-renders, which I guess is nice, but I'm kind of that older School method of I. Don't want you to render it for me. I want to look at it when I'm done typing.

A

D

Because I I use an add-in which allows me to copy his markdown, and so I can paste it elsewhere, I'm guessing that would still work.

A

D

A

Should it should still work minus the links? Obviously, like the link, like the I'll reiterate that again, markdown links do not work and that's going to be jarring and you're, probably going to send a couple of replies with the markdown link that doesn't render to everybody.

A

Now the link will still work that that that's at least that convenience, but you're gonna, probably accidentally send some things to customers that show the markdown Link in markdown format and I think you know that's par for the course. We've all accidentally sent a reply at one point where we pledged the markdown a bit.

D

C

Alternate marked out or.

A

Is it just going to show the link as a link and just there's nowhere.

D

A

um What you can do is type the text and then highlight it and do command K or click the link button in the wysiwyg or control K, if you're not on a Mac, and that will bring up a little box that lets you paste the link there and then it'll format that into a link like you're used to, but uh I have not found the text that would equivalate equivalate wow equate sorry equate to mark down like typing out the markdown link and it rendering that way it could exist.

A

It's just not documented and I have no idea what it is.

B

A question about tugging the users. Is this like what users is this uh full users light users? Can it be like I wonder, can I attack someone from the sales team? Will they see it or do I have to put them on CC, as we usually do right now, or does that change anything.

A

So, um as an agent full agent, you should be able to tag any other agent flight agent.

C

A

Full agent on your ticket, the uh the key to that is a light agent- does not have that ability in Reverse. So a light agent can't tag you on a ticket, but you can tag your light agent mm-hmm.

A

So if you wanted to tag somebody on the sales team, as long as they have a zendesk account that has a you know: a user uh like an agent user light agent user, you should be able to tag them on the ticket. It'll, add them as the CC or add them into the ccs.

A

C

If they don't have an account, you.

A

Know you can't obviously ping them.

B

Okay, so it's probably safer to still add them on CC, because we don't know who yeah.

A

Yeah I mean when you do the ad it'll, do a drop down. That'll populate as you type so you'll be able to see it, but um at the end of the day it might be quicker for you to just add them in the CC box, which is also an option yeah. The app thing is kind of just a convenient it autos and adds them as a cc thing.

A

um That said, we have a thousand plus light agents, so I can expect that may not always be the most lovely drop down to after work with true.

C

Question as tagging only for internal nodes or public replies, or both like.

A

Take your tagging or yeah.

C

A

It's for public and internal replies, okay, I would advise you, don't do it on a public reply, though, since that means the customer is going to see it and chances are you don't mean to do that and for a customer it's not going to be helpful like if you're trying to be like? Oh, you should talk to Diana and you add Diana in the public play that's great for the customer, except what they're going to see is you should talk to Diana, that's all they're going to see they won't have an email or anything else.

A

Yes, Diana CC Diana might get that notification and reply, but for a customer I that they're going to look at that going. How do I talk to Diana? That's probably the response. You're gonna get back, so you might want to if you're just trying to internally ping. You know Diana an internal note. If you're trying to tell the customer you can talk to Diana I would say you need to talk today in a here's, Dana's email, I've seen or I've cc'd Diana for you on this ticket.

A

So you know use like caution when you use that and think of what the customer is going to see what the experience is going to be for the customer, because at the end of the day, if I'd said talk to Bob, your response is probably going to be who's Bob. How do I talk to Bob, even if you've already cc'd Bob the customer may not realize that and it might just cause that useless reply of, but how so kind of use? You know kind of think what the customer experience is on that one.

A

If you're going to use it in public replies,.

A

I saw you joined Amos I figured I'd use you in the example.

A

um Any other questions, thoughts. Comments like I want anything that you've got right now, because, obviously the better docs we make the better video we make announcing all this and the less jarring it becomes for all of our users of zendesk.

A

My goal is to make it work when this is live and you'll come in the day. It goes live. It's not a oh, my God. How do I do my job? It's okay, everything changed.

C

Would there be a way to sort from, like others, to newer, newer to older, for.

A

The comments yeah.

C

Specifically for long tickets, so I don't, but if I don't want.

A

To scroll all the way down, you know, unfortunately, there is not you'll either have to scroll or use the jump box that it adds when you're not at the bottom of a ticket.

A

um But there's weirdly not a jump box for going to the top of the ticket, so I I, don't know why that was um there is the ability to filter. So you can filter out the internal comments. If you've read those and you're like cool I, don't need to look at those anymore. You can filter them out same for public comments. I guess, that'd be kind of weird, though of like I only want to see internal comments. I guess you could, but it feels like. You probably need to see the public comments.

A

That's one of those filters, I don't quite understand, but I guess it has a use somewhere.

C

A

Cool well um I'll go ahead and give y'all back a good portion of your day. Thanks for the questions, thanks for attending I'm, going to compile these and make a little to-do list to make our docs a little better look forward to me announcing this in the near future and what date it's going to go, live and all that fun stuff I'll have the recording linked in the original thread and all that so feel free to share out the recording, because, obviously, the more people who know the better all right.

A

Thanks all have a good rest of your day. Week, month year or.

D