Before migrating to the Zendesk Agent Workspace, there are several important considerations to keep in mind. Firstly, activating the workspace applies to your entire account, meaning you cannot restrict it to individual agents or groups. If you have an Enterprise account, it's advisable to test the activation in a Sandbox environment before applying it to your production account.
Additionally, ensure that your current triggers and automations are compatible with the new workspace, especially those that change ticket statuses. It's also crucial to understand the implications of merging Chat departments with Support groups, as this change is irreversible. Lastly, review the Zendesk Regional Data Hosting Policy if Data Center Location is important to your account.
The Zendesk Agent Workspace is a unified interface that allows agents to manage email, chat, voice, and messaging conversations all within a single ticket interface. This workspace enables agents to work seamlessly across all Zendesk channels,…
During the migration to the Zendesk Agent Workspace, your Chat departments are merged into Support groups. This change means that admins will manage agents through Support groups instead of Chat departments, providing a single location for managing…
After migrating to the Zendesk Agent Workspace, the ticket interface undergoes several changes to enhance the flow of conversations. Conversations are now arranged with the most recent comments at the end, which may require some adjustment for…
To start the migration to the Zendesk Agent Workspace, you can use the migration wizard provided by Zendesk Support. Begin by planning your migration for a time with the lowest possible chat volume, ideally before agents start working on tickets…
Once the migration to the Zendesk Agent Workspace is complete and the workspace is activated, agents can begin serving chats directly from the workspace. Administrators will manage agents in Support groups instead of Chat departments, although…