Introducing the new Zendesk agent interface

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 your Web portal or Help Center.

Topics covered in this article:

How to preview the new version of Zendesk

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
  1. Sign in to your Zendesk account.
  2. Select Settings > Agents.
  3. 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
  1. Sign in to your Zendesk account as an administrator.
  2. 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).

See this tip for more information.

 

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
  1. Sign in to your Zendesk account as an administrator.
  2. From Zendesk Classic, select Settings > Switch to new Zendesk.
  3. Click Switch.

If for some reason you need to switch back to the Classic version of Zendesk, contact our Support team.

Quick tips for getting up to speed with the new Zendesk

It should only take you a few minutes to discover where everything is in the new Zendesk interface. But, to help you along, here are some quick tips for common agent tasks.

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.

How do I create a ticket, add a user, or add an organization?

You create new tickets and add users and organizations by hovering over the Add tab in the top toolbar. If you click the Add tab, a new ticket is created.

The following topics describe how to add new tickets, users, and organizations:

Where is my list of recent tickets?

Your list of recent tickets is now under the Add tab. Your five most recently viewed tickets are displayed.

When you click a ticket's title, a new tab is opened in the agent interface.

How do I search my Zendesk account?

The global search is now located on its own page. Click the Search icon ( ) in the top toolbar.

From this page you can search all ticket, user, organization, and topic data. See Searching the data in your Zendesk in the Zendesk Agent Guide.

Where are the Manage and Settings menus?

All of the manage and settings menu pages can be accessed by clicking the Admin icon ( ) in the sidebar.

Where is the link to my web portal?

To access your forums and end-user web portal, click your profile icon in the upper-right corner of the page header, then select Go to web portal.

Where do I find the user options?

These user actions are located in the User options drop-down menu, which is on the upper-right side of a user's profile..

For more information, see the following topics in the Zendesk Agent Guide:

Where do I find the tickets options?

These ticket actions are located in theTicket options drop-down menu, which is on the upper-right side when viewing a ticket.

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