Agent Experience with Contextual Workspaces
What is the agent experience with contextual workspaces?
Once a contextual workspace is activated and its conditions are met, agents will see ticket features that match the workspace definition. This means they will have access to the relevant macros, forms, and apps needed for the ticket they are working on.
Agents can still search for and apply other macros or forms if needed, as workspaces are designed for recommendations, not restrictions. This flexibility ensures that agents can adapt to different ticket scenarios while having the tools they need readily available.
More related questions
What are contextual workspaces in Zendesk?
Contextual workspaces in Zendesk are designed to optimize your support workflow by presenting ticket tools and features based on specific workflows. They allow you to simplify the forms and macros that agents see when they open a ticket, and you…
How do I activate contextual workspaces in Zendesk?
Activating contextual workspaces in Zendesk is straightforward. Start by navigating to the Admin Center, click on Workspaces in the sidebar, and then select Agent tools > Contextual workspaces. You'll be greeted with a Welcome page that describes…
How can I create a contextual workspace in Zendesk?
Creating a contextual workspace in Zendesk involves several steps. First, go to the Admin Center, click on Workspaces in the sidebar, and select Agent tools > Contextual workspaces. Click 'Create Workspace' to open the workspace builder, which…
What are workspace conditions in Zendesk?
Workspace conditions in Zendesk determine when a contextual workspace is applied. You can set up to 10 conditions per workspace, which can be based on ticket properties like priority or group assignment. Conditions are categorized into 'Meet ANY of…
Can I test contextual workspaces in a Zendesk sandbox?
Yes, you can test contextual workspaces in a Zendesk sandbox before enabling them in your production account. This allows you to experiment with different configurations and ensure they meet your needs without affecting your live environment. To do…
How do I manage macros in a contextual workspace?
Managing macros in a contextual workspace involves selecting the macros you want to associate with the workspace. You can filter macros by name, category, or permissions to find the ones you need. While the selected macros are recommended for use,…
Can I customize the layout of a contextual workspace?
Yes, you can customize the layout of a contextual workspace in Zendesk. This involves selecting a layout on the Layout tab when creating or editing a workspace. If you don't assign a specific layout, the default ticket layout is used. Customizing…
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