Impact on Tasks When Changing Agent Workspace
What happens to ongoing tasks when activating or deactivating the Agent Workspace?
When you activate or deactivate the Agent Workspace, it's important to ensure that agents wrap up any ongoing chats, calls, or unsaved tickets. If not, there is a risk of losing unsaved ticket replies, ongoing chats, and call recordings. Agents should refresh their browsers to see the changes once the workspace is activated or deactivated.
More related questions
How do I activate the Zendesk Agent Workspace?
To activate the Zendesk Agent Workspace, navigate to the Admin Center, click on Workspaces in the sidebar, and select Agent tools > Agent Workspace. You'll find a description of the main features and links to more information. Simply select 'Turn…
Can I deactivate the Zendesk Agent Workspace?
Yes, you can deactivate the Zendesk Agent Workspace for some accounts. To do this, go to the Admin Center, click on Workspaces in the sidebar, and select Agent tools > Agent Workspace. Deselect 'Turn on the Agent Workspace' and confirm your choice….
What should I do before activating the Zendesk Agent Workspace?
Before activating the Zendesk Agent Workspace, ensure that your Chat departments are migrated into groups if you're using an existing account. This step is crucial for a smooth transition. Additionally, consider testing the migration on a Sandbox…
Why can't I deactivate the Zendesk Agent Workspace?
If your account was created after July 12, 2023, or was automatically upgraded, you might not be able to deactivate the Zendesk Agent Workspace. This is because some accounts have the workspace activated by default and cannot be changed. If you…
Can I selectively activate the Agent Workspace for certain agents?
No, the Zendesk Agent Workspace is an account-wide setting and cannot be selectively activated or deactivated for individual agents. Any changes made to the workspace will affect all agents within the account.
What features are affected when deactivating the Agent Workspace?
Deactivating the Agent Workspace will automatically deactivate features that depend on it, such as focus mode, omnichannel routing, and unified agent statuses. If your account uses messaging channels, you'll need to delete social messaging channels…
Can I test the Zendesk Agent Workspace before fully activating it?
Yes, you can test the Zendesk Agent Workspace on a Sandbox account before fully activating it. This allows you to try out the workspace and train your agents in a controlled environment, ensuring a smoother transition when you decide to go live.
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