Getting started for administrators in the Zendesk Agent Workspace

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12 Comments

  • Phil Williams
    Community Moderator

    We've just enabled the new agent workspace and on the whole, I like it from both an agent and admin point of view. It certainly makes more sense to having everything unified in one pane. I do have one or two minor issues though that I'm not sure if it's something I'm missing or if it's simply not there!

    1. When I ran the chat interface as an admin I would not only have a visual indication of when operating hours started but I would also get an audio one (the cow mooing was particularly entertaining) but I don't seem to get this now?
    2. The same applies to all the other audio alerts?
    3. As an admin, I really miss the ability to see where visitors are on the site, their chat state, if they have been triggered and also to be able to start pro-active chats without a trigger. Am I missing a new rea where I can see this? I'm guessing no after reading the docs...
    4. Is it, therefore, possible to run the old interface as an admin and give agents the new experience?

    Thanks in advance :)

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  • Brett Bowser
    Zendesk Community Team

    Hey Phil,

    I'm going to create a ticket on your behalf to see if we can get these questions answered for you.

    You'll receive an email shortly stating your ticket has been created.

    Cheers!

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  • Phil Williams
    Community Moderator

    Thanks Brett. I don't "think" there's anything wrong as such but maybe more a case of me trying to find a feature that may no be there!

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  • Kelsey Davis

    Before making the move, i'd be keen to hear the answers to these questions too :)

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  • Brett Bowser
    Zendesk Community Team

    @kelsey,

    1&2. Sound notifications should still work but if you run into any issues please let us know

    3. Looks like this isn't possibly currently but we've passed it along as product feedback :)

    4. This an account wide setting, so you can't limit it by role.

    Hope this helps!

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  • Ivo Garofalo

    Is it possible to migrate to the Zendesk Agent Workspace while having open tickets? What consequence will it have ?

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  • Phil Williams
    Community Moderator

    Hi Ivo,

    The migration will have no effect on tickets so it's fine to migrate.
    The biggest change is to chat groups so it's probably best to switch at an off peak time.

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  • Donna Fairhurst

    Hi Phil,

    Is there a way to switch back to the original view? If I enable this for our org is this a setting that all then have to use or can each individual agent choose if they want to switch?

    Thank you,

    ~Donna

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  • Phil Williams
    Community Moderator

    Hi Donna,

    To switch back just got to the same setting you used to switch it on and switch back.

    This is a global setting for all agents though.

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  • Phil Williams
    Community Moderator

    As an aside, we've now switched the new experience back on as the alerts are working better and the experience does seem more stable.

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  • Donna Fairhurst

    Thank you - figured it was a global setting.

     

    Is there any reason why you changed having the latest reply at the top to being at the bottom? If you use the new view, you now have to keep hitting "go to the latest email" instead of just seeing it at the top. Any thoughts as to why you inverted everything?

    ~Donna

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  • Phil Williams
    Community Moderator

    Wasn't me, I'm just a volunteer moderator on the forum ;)

    Not sure why it was changed if I'm honest, probably something to do with the integrated chat and social media plugins.
    More info: https://support.zendesk.com/hc/en-us/articles/360050188614-Can-I-change-the-order-of-the-comments-as-an-agent-when-viewing-a-ticket-

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