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 means that any previous department structure in Chat is replaced by a group structure in Support. For further details, refer to the articles on managing groups of agents in the Zendesk Agent Workspace.
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….
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….