The Zendesk Agent Workspace enables agents to work seamlessly across Zendesk channels, all within a single ticket interface. Agents can use the appropriate channels to address issues, without being restricted to the channel in which the customer originally made contact.
When enabled by an administrator, agents can manage Support, Chat, and Talk conversations within the same Support ticket. They don’t have to switch between dashboards to view and track customers issues. They have a full, customer-centric view of their work, enabling them to provide faster, better, and more personalized service. If installed and configured, agents can also receive and reply to social messages.
This article contains the following topics:
Sample ticket
The following is a sample ticket in the workspace.
Key elements of this ticket include:
- Ticket conversations can include Support, Chat, and Talk. Agents can also receive and reply to social messages.
- Agent status (online, away, or invisible) and chats served appear at the top of the page.
- Agents can open the Talk console at the top of the page to set Talk status and manage calls from the workspace.
- Customer context information, including interaction history, appears on the right side. Agents can toggle between Apps and customer context.
- To be compatible with chats and provide a more-natural conversation flow, ticket comments are arranged from oldest to newest, with the newest comments at the bottom.
- The visitor path shows a list of websites the requester has viewed. The interaction history shows a list of Support events.
Sample workflow
Here’s the sample workflow shown in this ticket:
- While working with Support tickets in her queue, Agent Jackie receives a chat notification from her customer Maggie. Maggie wants to know the status of a refund.
- From within the ticket, Jackie replies to Maggie by chat to let her know her refund has been processed. Jackie promises to email Maggie the reference number.
- Instead of keeping Maggie waiting online, Jackie ends the chat and takes a few minutes to look up the reference number for the refund.
- When Jackie finds the reference number, she sends an email reply to Maggie. She includes the refund reference number and details about the refund status.
- If Maggie has questions about the refund, Jackie can use the Talk console in the workspace to call Maggie and explain details.
Benefits
Jackie likes the workspace because she doesn’t have to swap between her Support tickets, the Chat dashboard, and her office switchboard. She has a clean, unified record of her interactions with Maggie to solve her issue. Jackie can swap seamlessly between channels, picking the best one as appropriate. She uses chats for quick, timely, interactive conversations, relies on email for longer, follow-up communications, and uses phone calls for urgent, sensitive, or complex matters.
Additional features
Additional capabilities in the workspace include:
| Feature | Description |
|---|---|
|
|
Agents can see the customer’s chat status in their Support tickets. |
 |
Agents can serve or end a chat from the ticket. |
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Agents can set their chat status. |
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Agents can set their talk status. |
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Agents can start a call from directly within a ticket conversation. |
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Agents can forward, pause, or end calls from the ticket. |
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Agents can use the Talk console to receive and place calls. |
Social messaging support
Channel-based social messaging is supported in the Zendesk Agent Workspace. This includes WhatsApp, Line, WeChat, Facebook, and Twitter. For example, WhatsApp in Zendesk Support allows customers to use your company's WhatsApp phone number to send support requests as WhatsApp messages. The messages become tickets in Zendesk Support, and then replies from agents are sent back to the customer through WhatsApp.
When the Social Messaging add-on is installed and configured in Support, agents can also receive and reply to social messages in the Zendesk Agent Workspace. Social messages appear as part of a unified conversation within the ticket. For example:
There are only a few minor differences between how agents work with social messaging in the Zendesk Agent Workspace as compared to how agents work with social messages in a standard Support ticket interface. This includes:
- Customer context is located on the right side of the workspace, instead of the left.
- Ticket comments are arranged from oldest to newest, with the newest comments at the bottom.
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17 Comments
I don't see any option to translate the chat. Has the translation feature been removed?
Hi Jordan. Chat translate is not supported for this EAP.
Is there a plan to add this? I hope the current agent dashboard won't be discontinued without adding this feature to the new dashboard.
Hey Jordan,
Thanks for taking the time to share this with us! I was able to confirm with our PM's that this is something they're looking into adding in the future but no ETA to provide yet.
Let me know if you have any other questions :)
Hi Lisa Kelly,
This is a great new functionality. Any ETA when the Agent Workspace will be live for everyone?
anyone ???
Brett - Community Manager, Lisa Kelly
Hi Armen, Unfortunately. I cannot comment on future product development in this space. Have you contacted your Zendesk account representative?
Just some feedback (after using it for 1 hour):
Overall I like it. I wish we could choose to have the 'public reply'/'internal note' box stick to the bottom of the ticket when we scroll through past conversation so that we can always type there and don't need to be at the most recent part of the conversation.
I also would like to have the option to move the reply/note box to the top (where it was). My colleague commented that she feels like she's having to look down a lot more (we have quite big screens so it sits low on the screen).
I like having the user tab on the right - seems very useful!
Thanks!
When activating and chatting this function, the Hangul input function does not work properly.
There is no problem when answering in public, but the Korean input function does not work properly only when chatting.
When can this problem be solved?
Hey 신승빈,
I'm going to bring this into a ticket so our Customer Advocacy team can troubleshoot this with you.
Thanks for taking the time to report this to us!
Hi all,
I would like to change the answer field to appear at the top, I have received many complaints from agents. They have to do a lot of scrolling when the ticket is very long.
Thanks,
Hi Abel,
If you'd like to create a feature request for this you can post in out Feedback on Support topic, we've got a guide for writing effective feedback posts up to help.
Hi!
I don't see the option to transfer the chat to another agent. Is that coming later, with translations?
Hi Masha,
When you were setting up the agent workspace, did you complete the migration of chat departments to support groups?
The chat transfer option is only available in the agent workspace if that step has been completed.
We've got directions for it in our Migrating to the Zendesk Agent Workspace guide.
Hi All,
From a quick glance, this requires the purchase of the Social Messaging add-on - as I need this capability primarily for Chat - does this mean I still need the chat licences as well as the Social Messaging add-on?
Dan.
Hi Daniel,
The plan requirement for agent workspaces is that you be on the Suite plan, which has chat as part of its included bundle. You do not need the Social Messaging add-on as well if you're not planning to connect any social media accounts to Zendesk (if that ever changed you could get the add-on and be able to use it with the agent workspaces).
This looks great, but one thing missing my agents mentioned was the ability to see the user information such as browser or device that you can see in chat. It is great to still see the visitor path but the device and browser info is usually very helpful for troubleshooting.
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