Setting up contextual workspaces (Enterprise)

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37 Comments

  • Alan Zoppa
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    @Scott we're looking into this now. If you'd like to track the status of this issue, could you please send an email to support@zendesk.com?

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  • Amber Barnes
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    Are there any plans to expand the conditions? I'd like to be able to eliminate using triggers to set a condition that then applies a workspace. For my situation, we set the workspace based on what email the ticket was created from. Since "Received at" is not an option for conditions in workspaces, we have to have a trigger that sets either tags or form and then the space can register. 

     

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  • Brett - Community Manager
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    Hey Amber,

    I reached out to our team internally and it doesn't look like there's any plans currently on the roadmap to adjust the available conditions with Contextual Workspaces.

    That being said, I highly encourage you to cross-post in our Support Product Feedback Forum to help provide visibility to our Product Managers as well as other users in need of a similar functionality.

    Let me know once your feedback post is created and I'll pass this information along to the appropriate team :)

    Cheers!

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  • Alex Clausen
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    Hi, we have a customerservice team and a support team. Each with their own form. the support form is the default form, can I use conceptual workspaces to only show the customerservice form when a member of the customerservice team creates a new ticket?

     

    it seems like conceptual workspaces only effect created ticket, is that correct? if correct, do any of you know of a different way to present two users with to different "default" forms?

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  • Brett - Community Manager
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    Hey Alex,

    You are correct and these workspaces will only be applied to a ticket that has already been created. I'm not aware of a way to restrict ticket forms shown when an agent is creating the ticket. Hopefully, others can jump in here and offer up an alternative solution for you :)

    Cheers!

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  • Antonina Vodovitska
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    Is there are any way to sort macros in contextual workspace? Our macroses have different categories, but in the workspase, when we in ticket, they are in mess

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  • Brett - Community Manager
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    Hi Antonina,

    You can't sort macros within contextual workspaces at this time. I can see why this feature would be useful so I'll pass this feedback along to the appropriate team for consideration.

    If you haven't done so already, you may want to restrict your macros to specific groups which can help with keeping them organized. More information in the following article: Organizing and managing your macros

    Let me know if you have any other questions!

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