The new Zendesk is an updated agent interface that was created to help agents solve tickets faster and increase customer satisfaction. It’s simply a new interface, so everything you’d expect to see, such as tickets, views, macros, etc. are all available here. And this new interface is entirely agent-facing, so there is no change to the experience of your end users.
Why did you build the new Zendesk?
At Zendesk, we aim to keep raising the bar when it comes to the design and usability of our product. We want to provide a product that is beautifully simple, whether you’re completing an easy task, or a complicated one.
And given that quick resolution times are such a key factor in customer satisfaction, we wanted to increase agent productivity, through features like keyboard shortcuts, instant search and the ability to solve ticket after ticket without interrupting your flow.
What improvements does the new Zendesk offer?
in addition to an improved interface, we have built some great new features to help agents solve tickets faster and increase customer satisfaction, such as:
- Tickets requiring your attention
- “Start” button
- Reporting dashboard
- Multi-tab interface
- Instant search
- Keyboard shortcuts
- Single page app
- Zendesk Apps
For a more complete overview of new features, see So you're still on Classic, eh?.
Do I have to move to the new agent interface now?
We've announced the end of life for the Classic Zendesk agent interface, so you need to move to the new agent interface before August 1, 2016. You should start to plan your transition now and move as soon as you can. To help you through the process, see Moving from Classic to new Zendesk.
Do all of my agents have to start using it at once or can some of my agents still use Classic Zendesk?
Until the end of life date for the Classic Zendesk agent interface, on August 1, 2016, you can have select agents use the new Zendesk interface while other agents use the Classic Zendesk interface.
This might be a good idea if you want a group of agents to pilot the new UI and then train other agents. Or, you might want to move agents in batches as part of a phased rollout. See Switching individual agents to the new Zendesk interface.
After the end of life date, on August 1, 2016, none of your agents will be able to access the Classic Zendesk interface.
Can I try new Zendesk in a sandbox?
If you have a Zendesk plan with a sandbox, you can switch your sandbox to new Zendesk independently.
It might be a better idea though to move only a few agents in your Zendesk, to the new Zendesk interface to try out and set up new features and apps (see Switching individual agents to the new Zendesk interface). You can have some agents using Classic, including it's widgets and functionality, while other agents use new Zendesk, including apps and new functionality.
Can I revert back to Classic after I switch to new Zendesk?
After you switch your Zendesk to the new Zendesk interface (see Setting the new version of Zendesk as the default) you won't be able to revert your Zendesk back to the Classic interface.
But until the end of life date, on August 1, 2016, you can have select agents use the new Zendesk interface while other agents use the Classic Zendesk interface. This gives you an opportunity to set up new features and apps, and it gives agents an opportunity to get comfortable in the new interface before you make the switch for your entire Zendesk.
I’m an agent - how can I get access to the new Zendesk?
Your Zendesk administrator will need to enable the new Zendesk for you.
Do you have any resources that will help me get up to speed on the new Zendesk interface?
We do! Check out our Introduction to the Zendesk agent interface.
Will you keep the existing documentation about the Classic version? How do I find it?
For the time being, we still provide user guide documentation for Zendesk Classic. In the Agent and Administrator guides, the instructions for Classic are alongside those for the new version of Zendesk. The instructions for Classic are clearly marked with 'Zendesk Classic'. You can find the Agent and Administrator guides in our Help Center.
But when Zendesk Classic goes away on August 1, 2016, so will the Classic docs.
Will my team need training to move over to the new Zendesk?
We’ve had lots of customers adopt the new Zendesk, and the feedback is that it is incredibly intuitive.
However, we do realize that new things do take some getting used to. So it might be a good idea to plan some training for your agents before you move over. See Training your agents.
What do I need to do to move my team over to new Zendesk?
Making the move to the new Zendesk is a simple switch (see Setting the new version of Zendesk as the default).
But to make sure the transition is smooth for you and your agents, you'll want to do a little planning. To help you through the process, see Moving from Classic to new Zendesk. And remember, everyone must move over by August 1, 2016.
How does this affect my customers?
It doesn't! This new interface is entirely agent-facing, so there is no change to the experience of your end users.
Do I have to migrate my tickets?
No. It’s simply a new interface, so everything you’d expect to see, such as tickets, views, macros, etc. are all available.
What happens to my views/macros/triggers/automations?
Any macros, triggers, automations or targets that you’ve built in the Classic version will be available and completely functional in the new Zendesk agent interface.
Are there any technical restrictions, such as browser or operating system?
The new Zendesk will work on Windows and Mac operating systems, and on Safari, Firefox, Chrome, and Internet Explorer browsers. For details, refer to our system requirements.
Does the new Zendesk include all of the features that are in Classic Zendesk?
All major features in Classic are currently available in the new agent interface. However, the following features in Classic Zendesk are not available in new Zendesk:
- Assume agents
- Saved Twitter search
- Host mapping for the agent interface
What about my widgets? Will they automatically move over?
In the new Zendesk agent interface, widgets are now called apps. The apps framework enables you to extend the UI. You need to evaluate your Classic Zendesk widgets (see Evaluating your widgets before moving to the new Zendesk).
Most of the integrations you’ve come to know, such as Salesforce, Harvest, Freshbooks, plus many others, are available to install in the new agent interface.
To browse the Apps Marketplace:
- In your Zendesk, click the Admin icon () in the sidebar, then select Apps > Marketplace.
- In your browser, visit Zendesk Apps Marketplace.
If you have agent-facing custom widgets, they cannot be automatically migrated to the new agent interface. You will need to modify these widgets to work with the new app framework. Any end-user-facing widgets on your customer portal should be unaffected.
When it comes to security, what are the specific new measures and protocols that are part of the new Zendesk?
The new Zendesk requires that agents use it through the Zendesk domain, over an SSL connection. While this was possible in Classic, it was also possible for an admin to turn this off, so the end-user experience could be more tightly customized. Because the new Zendesk is for agents only, we feel that putting everyone on an SSL connection through the Zendesk domain gives optimal security. Aside from this, there are no changes when compared with Classic.
I am on Enterprise with a hub and spoke set up - how will this affect my account?
In general, you can use the hub and spoke feature in the new Zendesk. You might want to consider moving your hub and spoke setup to a multibrand setup.