Setting up contextual workspaces (Enterprise)

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44 Comments

  • Alan Zoppa

    @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

    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 Bowser
    Zendesk Community Team

    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

    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 Bowser
    Zendesk Community Team

    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

    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 Bowser
    Zendesk Community Team

    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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  • Gabriel Ortiz

    Are there any EAP's in the works for this? It's a good concept but needs much more work. 

    Will the addition of being able to add multiple forms ever be implemented? 

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  • Devan - Community Manager
    Zendesk Community Team

    Hello Gabriel Ortiz,

    While your DOMO picture is on point, at this time, we have no EAP's to announce on this topic. I would suggest posting in our Product Feedback forum so our developers can consider this for future EAP's and our long term roadmap. 

    Best regards. 

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  • Operations Dott

    Excellent article!

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  • JJ Miclat
    Zendesk Product Manager

    Hey Scott Earl!

    Confirmed that the tags condition currently works, if you want to enter multiple tags in the text box, you’ll need to comma separate the tags, like the following example:

    We'll be turning the text box into a tags box shortly in the future.

    Cheers,
    JJ

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  • David Edgson

    How does this affect Personal Macro's? My agents reported their personal macro's don't show up once you apply contextual workspace, meaning they have to constantly use the back button to see their own macro's. Is there a way to add personal macro's to the context so they come up in the "relevant" list for users?

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  • Nicole S.
    Zendesk Community Team

    Hi David,

    What your agents are reporting is expected behavior; personal macros are not currently a part of contextual workspaces.

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  • JJ Miclat
    Zendesk Product Manager

    Hey Nicolas P!

    We just pushed a change that ensures Contextual Workspaces are applied upon opening an existing ticket (in addition to upon saving an existing ticket). You should now see the configured apps expanded/collapsed and relevant macros shown, when the condition is met upon opening an existing ticket.

    If you're still experiencing otherwise, could you file a ticket to support@zendesk.com (cc me at jmiclat@zendesk.com) with details?

    Cheers,
    JJ

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