Migrating to Zendesk Agent Workspace - Frequently asked questions
Frequently asked questions
What is the Zendesk Agent Workspace and why should I migrate?
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,…
What should I consider before migrating to the Zendesk Agent Workspace?
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…
How does the migration process affect Chat and messaging in Zendesk?
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…
What changes occur in the ticket interface after migrating to the Zendesk Agent Workspace?
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…
How do I start the migration to the Zendesk Agent Workspace?
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…
What happens after migrating to the Zendesk Agent Workspace?
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…
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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.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
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