Setting up contextual workspaces (Enterprise)

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37 Comments

  • Milton
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    I've tried creating a workspace to test out this functionality based around a ticket containing a specific tag, however the options I've selected don't seem to be having an effect on the actual workspace (e.g. users still see all the apps or macros regardless). 

    I've triple checked and the tag is definitely correct on the ticket I'm expecting to see the behaviour for, any ideas?

    Edit - Am I also wrong in thinking I should be able to pick which apps appear, and not just if they are expanded/collapsed?

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  • Alan Zoppa
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    Hey Milton--

    Contextual workspaces won't override any existing apps permissions. If the app wouldn't otherwise appear for that agent/group/etc. without a workspace, the workspace won't force it to.

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  • Milton
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    That's the problem!

    Our apps are setup to appear for all agents currently, but the settings in contextual workspace do nothing to limit the apps that are visible.

    Or am I understanding the functionality incorrectly?

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  • Alan Zoppa
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    Nope, it should be limiting apps in that situation. Could you send me an email at czoppa@zendesk.com with a ticket you expect to have the workspace applied and your permission to assume into your account to debug this?

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  • Alan Zoppa
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    Hey Milton--

     
    Upon more careful reading, I see that I initially misunderstood your question. Workspaces don't control which apps appear, just whether they're expanded or collapsed. Sorry for the confusion!
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  • Nicola Mustone
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    How does it work with priorities?

     

    I set up a workspace based on ticket status < Solved so it applies to everyone, closing some apps.

    Then another workspace based on a group condition, that keeps all the apps collapsed except one that is expanded by default, but no matter what order I set for the workspaces that app stays closed, like if the main workspace overrides everything all the time.

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  • Alan Zoppa
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    Hey Nicola-- could you have the primary contact on your account send me the following:

    * The URL of your Support account

    * The name of the workspace you're having trouble with

    * Confirmation that you've enabled CCUA and permission for us to log in and take a look at this (see here: https://support.zendesk.com/hc/en-us/articles/115001753608-Granting-Zendesk-temporary-access-to-your-account)

    The execution order of workspaces can be a little tricky, but I should be able to tell you what's going wrong. Here's some documentation for anyone else coming across this problem-- https://support.zendesk.com/hc/en-us/articles/360001878988-Managing-contextual-workspaces-Enterprise-#topic_odf_2tv_5fb

     

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  • Alan Zoppa
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    Sorry Nicola-- reach out to me at czoppa@zendesk.com.

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  • Michael Adams
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    Even though organizations show up as a condition to filter... no box shows up after you select the is/is not dropdown. I tried Safari, Chrome and Firefox. Can anyone else filter by organization? 

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  • Alan Zoppa
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    Hey Michael-- I'm not able to reproduce this. Could you reach out to me at czoppa@zendesk.com with your subdomain and turn on CCUA if you don't mind? I'll have someone on my team investigate.

    https://support.zendesk.com/hc/en-us/articles/115001753608-Granting-Zendesk-temporary-access-to-your-account

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  • Travis Abdelhamed
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    This does not seem to be working at all. I am testing this out using simple criteria and nothing is working. Every app is still expanded, they are not in the order I specified in the settings, I can still see every macro... Not sure what is going on. Do contextual workspaces not work on Admin accounts or something?

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  • Alan Zoppa
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    Hey Travis-- Could you reach out to me at czoppa@zendesk.com with your subdomain and turn on CCUA if you don't mind? If you're not the contact on your account, have them give a nod as well. I'll have someone on my team investigate right away.

    https://support.zendesk.com/hc/en-us/articles/115001753608-Granting

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  • Heather Cook
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    Is there an article actually showing me examples of what it could look like, not just how to set it up?

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  • Lisa Kelly
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    Hi Heather. We don't have a separate article, but we have included a ticket example at the end of this article. See "The agent experience" section.

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  • Bill Cicchetti
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    Does this new functionality allow you to create dynamic field display like the Conditional Fields App does?

    For example selecting a value from the choice list of one field triggers the display of another field based on what is selected in the initial choice list

     

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  • Alan Zoppa
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    Hey Bill, this is not built into this feature.

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  • Bill Cicchetti
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    Thanks Alan,

    I'm sure you know my next question  ;)

    Do you know if there are any plans to?  We rely heavily on that app but concerned about its longevity and keeping up with new functionality such as being able to include multi-choice fields

     

     

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  • Kiran Max Weber
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    @bcicchetti

    CFA will be deprecated in 2019 and will be replaced with native conditional ticket fields; Open Beta targeted for Q1 2019!

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  • Bill Cicchetti
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    Thanks Kiran,

     

    How do you sign up to be a beta tester?

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  • Kiran Max Weber
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    @bcicchetti

    Eligible customers - those whose plan allows them to use CFA - will see an in-app sign up on their Ticket Forms page.

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  • Andrea Moore
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    Two questions: 1) Will there be a process in place to migrate CFA into the new system?

    2) Is there a plan to have contextual workspaces apply to tickets created by my agents as they are creating them? As of right now, if an agent starts creating a new ticket, it pulls in the basic ticket and they have to choose which form to apply. It would be great if the system pulled in the right ticket form based on the agent's group. 

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  • Kiran Max Weber
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    @amoore

    "Will there be a process in place to migrate CFA into the new system?"

    Yes.

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  • Alan Zoppa
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    @amoore "Is there a plan to have contextual workspaces apply to tickets created by my agents as they are creating them?"

    Right now you can only vary workspaces by ticket details, not agent details. We don't plan to change this in the near term, but this is valuable feedback-- thank you for it!

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  • Lester
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    Just testing but I'm not sure I understand the purpose.

    The workspace functionality would only be useful if it didn't display the apps at all. Having them appear minimised serves no purpose. For me anyway.

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  • Jessie Schutz
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    Hey Lester!

    The apps are minimized in a given workspace, rather than hidden, so that agents aren't overwhelmed with apps that they don't specifically need on the ticket they're looking at, but the apps are still easily available in case they end up being needed later.

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  • Bill Cicchetti
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    One thing I would love to see is the ticket form change on-the-fly once the requester is entered on the default ticket form(the form would change based on the org)  we have 4 departments using our instance all with different ticket forms.  It changes on first save.  By then the agent has already changed the form to enter the information specific to their support group.

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  • Anna
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    I just tried to have selected macros based on the language used by the ticket's sender, but it doesn't seem to work. 

    I don't see "relevant macros" on the macro list.

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  • Nicolas P
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    We would like to personalize the expanded apps displayed and later on the macros available.

    If I take the simple set up I've made so far on based on the Form as condition, I would like to have the following : 
    - when form is X, App1 and App2 are expanded, the other apps are collapsed 
    - when form is Y, App1 and App3 are expanded, the other apps are collapsed 
    - when form is Z, App1 and App4 are expanded, the other apps are collapsed 

    This currently does not happen as all apps are expanded or collapsed as per the way I've set them up when opening a previous ticket. If I collapse all apps now, the next ticket I would open would have the same display, not the one according to the Contextual Workspaces set up.

    I also experience that with macros, I still see all macros associated to my groups despite selecting macros to display in case a condition is met.

    Are there any restrictions that applies when working with CW? (applies only on new tickets, does not work on "all shared"/"group shared" apps/macros,...?)

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  • Michelle Hirons
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    We are multi-brand and this seems to work on an inbound ticket (already under a given brand) - the agents only see the macros (and ticket form applied to the workspace) - Yay!!

    But when they are creating an outbound ticket and choosing the brand, I had hoped Zendesk would use Contextual Workspaces to limit the form AND macros.  Maybe I'm doing something wrong?  

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  • Scott Earl
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    I've been checking out this feature and it seems that the Tags condition doesn't currently work. Any idea when tags as a condition will work?

     

    When trying to add a condition for tags you just get a regular text box instead of the field you would get for adding tag conditions for things like triggers.

    I've tried a few different strings for the tag condition but none of them seem to work

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