Enabling and disabling the Zendesk Agent Workspace

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12 Comments

  • Jacob J Christensen - Cloudhuset A/S
    Community Moderator

    When disabling the Agent Workspace, I'm not able to create new Departments in the Chat product - it redirects me to create a new group instead (as if AW was still enabled).

    Is this expected behavior?

    I was expecting it to return to pre-agent workspace behavior and allow me to create new Departments.

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  • Nicole S.
    Zendesk Community Team

    Hi Jacob - 

    The product manager says that yes, this is expected behavior. 

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  • Josh

    Why did the viewers list on chat get removed? That breaks the UI on the web and the mobile app. That is a huge feature for us

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  • Devan - Community Manager
    Zendesk Community Team

    Hello Josh, 

    I would recommend posting in our product feedback forums regarding this topic so our developers can better understand your use case. This is the part of the community where our development team often replies to product changes such as these. 

    Best regards. 

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  • Jay

    Does this also include the forums, meaning allowing us to manage forum posts/replies from within a single support agent interface instead of a separate system? 

    If not, why not?

    And if not, please don't point me to the feedback forums, it's a black hole where feature requests go to disappear never to be seen again. 

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  • Darren Hua

    We disabled the workspace. It was too annoying to constantly scroll down to get the latest updates as well the chat disconnection popping up all the time even though there was no tab open for chat. Also had to constantly scroll down when writing a reply. This feature has not been tested out well enough to roll out for our needs.

     

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  • Nicole S.
    Zendesk Community Team

    Jay - it does not include Gather, unfortunately. 

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  • Jay

    💩

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  • Catherine

    Would the focus mode for live channels work for us if we are using the Aircall integration instead of the Talk Zendesk feature ?

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  • Lisa Kelly
    Zendesk Documentation Team

    Hi Catherine 

    Probably not, but I'm adding the Product Manager for this feature, Volkan Akdugan, so he can comment. 

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  • Volkan Akdugan
    Zendesk Product Manager

    Hi Catherine

    Not at the moment. Focus Mode is scoped to work with only with Zendesk live channels initially. We will consider adding Talk Partner Edition or any additional channels later based on the feedback.

    Thanks,
    Volkan

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  • Catherine

    Hi Volkan Akdugan,

    Thank you for your response. Keep me posted if this ever works ! 

    Thank you,
    Catherine

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