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 agents used to seeing the latest comment at the top.
Additionally, customer context has moved to a new location within the ticket interface and now includes information from third-party applications. The ticket tab interface has also been updated to better support interactive conversations, highlighting conversation status, recent comments, and channel type. Furthermore, the workspace includes native ticket redaction, offering additional functionality beyond the Zendesk Ticket Redaction app.
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…
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…