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 for the day. Communicate with your agents about the migration and ask them to close out their tickets and refresh their browsers when they see the Switch workspace message.
In the Admin Center, navigate to Workspaces in the sidebar, then select Agent tools > Agent Workspace. If the workspace is available, click Get started and follow the instructions. If you encounter duplicate group names, you can choose to automatically merge them or keep them separate with appended names. Once the migration is complete, return to the Agent Workspace setup page, turn on the workspace, and save your changes.
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,…
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…
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…
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…