Changes in Zendesk Agent Workspace Interface
What changes can I expect in the Zendesk Agent Workspace interface?
The Zendesk Agent Workspace introduces several interface changes to enhance agent productivity. Ticket tabs now display different information based on the conversation type, and customer context information is accessible from a context panel on the right side of the ticket. The composer window is relocated to the bottom of the ticket, allowing for a more natural conversation flow.
Additionally, apps and knowledge articles are available from the context panel, and ticket actions can be accessed via an options menu icon. Agents can also toggle between ticket events and conversations with ease, and new features like content translation and chat integration are included. For more details, check out theoriginal link.
More related questions
How does the ticket conversation flow change in the Agent Workspace?
In the Zendesk Agent Workspace, the ticket conversation flow is designed to be more intuitive. The composer window is now located at the bottom of the ticket, and the most recent comments are listed at the bottom as well, creating a more natural…
Can I toggle between ticket events and conversations in the Agent Workspace?
Yes, the Zendesk Agent Workspace allows you to easily toggle between ticket events and conversations. This is done by clicking an icon, which also lets you filter between public comments and internal notes. This feature is part of the updated…
What new features are available in the Zendesk Agent Workspace?
The Zendesk Agent Workspace introduces several new features to enhance agent capabilities. Agents can now translate content directly within the ticket interface, serve chats, and set chat status without leaving the ticket. They can also combine…
Can I deactivate the Zendesk Agent Workspace after activation?
Yes, if you manually activated the Zendesk Agent Workspace, you can deactivate it as needed. This flexibility allows you to test the workspace, gather feedback, and revert if necessary. However, if your account was part of an automatic upgrade by…
Will my macros, flows, and tags be affected by the Agent Workspace update?
Generally, your macros, flows, and tags should not be affected by the update to the Zendesk Agent Workspace. However, it's important to review the list of Agent Workspace limitations before upgrading to ensure there are no specific issues that…
Interested indeflectingover 70% of your Zendesk support tickets?
Zendesk Support Tickets
Zendesk Messaging (live chat)
Join1,000+ companies reducing their support costs and freeing up support agents for more important work
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
Reduce support costs.Spend more time on customer success.
