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 collections of agents. It's important to note that this merge cannot be reversed.
After migration, chats are served directly from the ticket interface, and agents cannot serve chats from the Chat dashboard. This integration allows agents to manage all conversations, including chats, social messages, and web messages, from one location. However, agents cannot see the contents of a chat or message before accepting it, although improved chat routing helps direct chats to the right agents at the right time.
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…
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…