In the Agent Workspace, when using search the results opened in a new workspace tab. This allowed the user to switch between tabs, quickly open new tickets or review the existing ones.
The search results in Service Operations Workspace now open over the whole workspace and do not allow changes between tabs. While you can still use the return link and the SOW state is reopened that does not allow for a smooth working of the operators. The previous UX enabled them to have search and multiple tickets open simultaneously. This allowed for quick switches back and forth without much friction.
I've contacted support to check if this can be replicated in the new shell but the answer was negative. I also opened an idea for this. I am curious if everyone else just accepted this new way of searching or did you find ways to improve or change the current search experience? I know that UI builder has some components that could be used for this but I'm reluctant to use that as the main search for the users. Any ideas/thoughts on this are welcome.
