Create Departments in Zendesk Chat - Frequently asked questions
Discover how to create departments in Zendesk Chat with Agent Workspace enabled. Explore answers to common questions and enhance your support team's efficiency.
Frequently asked questions
Can I create a department in Zendesk Chat with Agent Workspace enabled?
No, you cannot create a department in Chat when Agent Workspace is enabled. Instead, you will be redirected to Support to create a new group. When you switch to the Agent Workspace, chat departments are automatically merged into Support groups….
What happens to chat departments when switching to Zendesk Agent Workspace?
When you switch to Zendesk Agent Workspace, chat departments are merged into Support groups. This change is permanent and affects how agents are organized. Instead of managing agents in departments, you will manage them in groups within Support….
How are agents organized in Zendesk Agent Workspace?
In Zendesk Agent Workspace, agents are organized into groups rather than departments. This is a result of merging chat departments into Support groups. Once you enable the Agent Workspace, the organization of agents changes permanently. This…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
“Our company is growing very rapidly, and we were receiving a lot of support requests. And our team was spending a huge amount of time on them. Now, our AI agent is resolving 84% of customer support conversations.”
Ella Roy Customer Success Manager
Zeffy
Zeffy
Read Zeffy's case study
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
Conrad Jones CX and Service Leader
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
"My AskAI’s Zendesk integration is saving our support agents over 35 hours per week. A massive win for the team and mitigating hundreds of hours of combined waiting time for customers. We are very pleased with the results — which have allowed us to reinvest bandwidth into other strategic areas."
Natalie Onions VP of Customer Experience
Customer.io($50M+ ARR)
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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