Enabling and disabling the Zendesk Agent Workspace

To enable the Zendesk Agent Workspace, you must have The Zendesk Support Suite or any multi-product account with both Support and Chat. For more information, see About the Zendesk Agent Workspace.

The Zendesk Agent Workspace enables agents to manage Support, Chat, and Talk conversations within the same interface. Administrators can enable or disable this workspace for their Zendesk account.

This article contains the following sections:

• Preparing to enable or disable
• Enabling the agent workspace
• Disabling the agent workspace

Related articles

• About the Zendesk Agent Workspace
• Migrating to the Zendesk Agent Workspace

Preparing to enable or disable

Before you can enable the agent workspace for the first time on an existing account, you'll need to migrate your Chat departments into groups. For details, see Migrating to the Zendesk Agent Workspace. For new Support Suite accounts created after July 28, 2020, the workspace is enabled by default and you don't need to migrate. The workspace is not supported for Legacy Chat accounts. 

When you enable or disable the agent workspace, agents must refresh their browsers to see the change. Make sure your agents wrap up any chats, calls, or open tickets when you enable or disable this feature. Otherwise, unsaved ticket replies, ongoing chats, and call recordings may be lost. When the workspace is enabled, Chat tickets cannot be updated using the Support mobile app.

If you prefer, you can test out the migration on a Sandbox account first. This gives you time to try out the agent workspace and train your agents before using the workspace in a production environment.

Enabling the agent workspace

To enable the agent workspace

1. Click the Admin icon () in the sidebar, then select Settings > Agents.
2. In the Agent workspace section, select the Enable the Agent Workspace setting.
3. Save your changes.

To prevent application conflicts and potential tracking issues, Zendesk does not recommend using the Support Chat app with the Zendesk Agent Workspace. When the agent workspace is enabled, the Support Chat app is automatically disabled on your account. If you subsequently disable the agent workspace and you want to use the Chat app, you have to manually re-enable it.

To get the full agent experience, after you enable the workspace, you can set up social messaging channels for the Zendesk Agent Workspace.

Disabling the agent workspace

You can disable the agent workspace if desired and revert to a default Support interface without unified conversations. If your account has social messaging channels, you'll need to delete the social messaging channels in Admin Center and close out all your existing WhatsApp, LINE, and WeChat tickets before you disable the workspace.

To disable the agent workspace

1. Click the Admin icon () in the sidebar, then select Settings > Agents.
2. In the Agent workspace section, deselect the Enable the Agent Workspace setting.
3. Save your changes.

   When you disable the workspace, a message appears asking you to provide feedback. Your feedback will help Zendesk learn more about how you use this feature.

4. To restore support for social messaging channels in your account, set up the Social Messaging add-on in Support > Channel integrations. (Optional).