On 9/12/12, we released a new version of the agent and administrator interface of Zendesk. During the beta period, this was known as 'Lotus'. The Zendesk you knew before 9/12 is now referred to as 'Zendesk Classic'. We refer to the new version as simply 'Zendesk' and quality that with 'new' or 'current version' when needed to distinguish between the two versions. The Classic version will remain available as our customers move over to the new version, but at some point it will be retired. For more information about the new version of Zendesk, check out the new Zendesk FAQ.
Important: The new Zendesk affects only administrators and agents. End-users still get the Web portal, unless you decide to migrate to Help Center too.
One of your account administrators can make the link to the new version available in the header of the Classic user interface so that each agent can individually choose to preview the new version.
To show the new Zendesk link
Sign in to your Zendesk account.
Select Settings > Agents.
Click the Show the new Zendesk option.
Note: If you started your Zendesk trial on or after 9/12/12, your default agent interface is the new Zendesk so there's no need to change this setting.
Once the link to the new version of Zendesk has been enabled by an Administrator, all administrators and agents can see the link the header of the Classic version.
To get back to the Classic interface from the new Zendesk, click your profile icon in the upper-right corner of the page header, then select Go to web portal.
How to switch individual agents to new Zendesk
If you'd like to have one or more but not all of your agents try out new Zendesk without having them click the Try link each time, you can add a tag to their user profile. This tag tells Zendesk to show the new Zendesk by default to these users. If you remove the tag, the default returns to Zendesk Classic unless you've set new Zendesk as the default (as explained in the next section).
Note: Agents can't add tags to their own user profiles.
To add the switch to new Zendesk tag to a user profile
Sign in to your Zendesk account as an administrator.
Edit the agent's user profile and add the redirect_to_new_zendesk tag.
You can add the tag to the agent's user profile in either version of Zendesk (classic or new).
How to set the new version of Zendesk as the default
When you're ready to make the switch to the new Zendesk, you can make it the default interface. When you and your support staff sign in to your Zendesk, only the new version is available and you will not be able to access Zendesk Classic (and of course the preview link described in the previous section will no longer be visible in the user interface).
To switch to the new Zendesk
Sign in to your Zendesk account as an administrator.
From Zendesk Classic, select Settings > Switch to new Zendesk.
If more some reason you need to switch back to the Classic version of Zendesk, contact our Support team.
A quick tour of the new agent interface
In the new version of Zendesk, the agent interface has been completely redesigned and optimized to increase an agent's productivity. It is now a multiple tab interface, meaning that each time you open a ticket a new tab is opened.
Each ticket tab contains separate panels for the different components of a ticket. In one panel you see the ticket data, in another you see the ticket requester's user profile. If you use organizations in your Zendesk there's an organization panel.
In our example above, the ticket requester doesn't currently belong to an organization, so if you click the organization panel you'll be prompted to create a new organization if needed. You can also add the user to an organization by editing their user profile.
You also may have noticed that tabs contain icons that indicate the ticket channel. For example, in the graphic above you can see that Stephanie's support request came from the Facebook channel.
The ticket panel contains all of the ticket data and features that are in Classic, just laid out in a beautiful new interface.
On the left side of the new agent interface, you can access the agent dashboard (your agent home page), your views, customer lists, search, the Help Center, the Reporting dashboard, and all of the pages for managing your business rules, workflow, and account settings.
Home is is the agent's dashboard. On it you'll find a list of recent updates to your tickets, the performance dashboard that displays open tickets assigned to you and the groups to which you belong, your customer satisfaction rating (if this feature has been enabled in your Zendesk), and a view containing the tickets that require your attention. This means tickets that are new and open and assigned to you, unassigned tickets in your groups, and tickets not currently assigned to a group.
You can quickly toggle between the tickets assigned to you and those assigned to other agents in the groups to which you belong.
Views, which was contained in the menu bar in Zendesk Classic, has been moved and can be accessed by clicking the Views icon () in the sidebar. All of your views are displayed as tables and, as noted above, can be sorted by clicking the column heading.
When you're looking at a view, you can select the Start button to start looking at the tickets in the view. This opens the first ticket in the view that is not currently being viewed by another agent.
You may also have noticed that the second column in a view contains a color code. These colors are used to indicate each ticket's status.
To create a new view, you do what you did in Classic—add a new view on the manage views page. Click the Admin icon () in the sidebar and then select Views.
Customer lists define a segment of your users in Zendesk based on a set of criteria. Customer lists are similar to views for tickets, in that they enable you to create a list of a specific group of users based on system attributes, tags, and custom fields. To learn more, see Creating and using customer lists.
Search, which was contained in the menu bar in Zendesk Classic, has been moved and can be accessed by clicking the Search icon ( ) in the sidebar. Search now provides pre-defined search filters.
The Help Center is designed to provide end-users with a complete self-service support option. They can use the information in the knowledge base or turn to the community for answers. If they can't find an answer, they can submit a request to an agent. Agents can use the Help Center to help solve tickets or to answer questions in the community. The Help Center shares many similarities with the Web portal in Zendesk Classic. It also has some differences. See What's different in the Help Center.
The Help Center is not turned on by default. You must set it up first. During the setup stage, you can customize the look and feel of the Help Center and migrate your content to it. When you're ready, you can activate it. To learn more, see Migrating from the Web portal to the Help Center.
Note: You don't have to migrate to Help Center if you don't want to. You can keep using the Web portal.
Reporting is where you will find the Reporting dashboard, which was found under Manage > Reporting in Zendesk Classic.
The Reporting dashboard gives you insight into how your Zendesk is running. It provides data about your ticket volume and management, forums usage, and agent performance. It also enables you to compare key ticket metrics within your Zendesk, and further compare your Zendesk to industry averages.
What you see in the Reporting dashboard is based on your access permissions. For example, you'll only see the Forum and Search analytics if you've been given permission as part of your agent or administrator profile.