Migrating to the Zendesk Agent Workspace

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  • Joanna W

    Hi Team. The migration of groups was launched today ( which we weren't aware will happen) and currently we have serious issues with our chat availability. Upon trying to start chat on the widget we receive information "No agents available". I've checked group/departments, operating hours etc. and don't see any issues for the time being. I've sent an email to agentworkspace@zendesk.com as well. 

  • Bram Vandeperre

    +1, I have a ticket open with Zendesk support (Id #5226305). We've taken chat offline completely for now, as it's not working. 

    Both our chat bot (Ultimate AI) and Stitch Data (to export to DWH) are broken, and we're not even in the EAP anymore as we're not a Zendesk Suite user.

    Edit: Zendesk support "rebooted" our chat instance which should fix the issues we were experiencing with routing and operating hours, but the fact remains we're now in some hybrid support-chat scheme without any benefits, but some massive downsides (+18 groups in Zendesk Support, no custom role ability anymore to change department members, etc).

  • Tobias Hermanns

    Very unlucky, we´ve recently reworked our Groups in Support and without any notice, the Chat Groups are now in Support, we more like to not see them here, get a notification and device Chat Agents, we put manually in which existing groups 

  • Lisa Kelly
    Zendesk Documentation Team

    Hi Wobr, 
    Thank you for the comments! This article covers a specific migration from the existing Support agent interface to the new Zendesk Agent Interface. But, perhaps our Community team can take a look at your data migration recommendation. I'll forward your comment to our Community team. 

  • Lila Kingsley

    We will not be able to enable the workspace for quite some time because it is an account level setting.  While we're excited about the agent workspace, for us it has not insignificant training & engineering impacts (we have to update widget code to assign group vs dept). 

    Is there any possibility Zendesk will allow the agent workspace to be enabled on an agent/group/role level vs an account level?  

  • ApnaTime Inc


    We are not able to pass user information to Zendesk agent workspace.

    We are using webwidget and want to pass information we have on users to our agents, so that they can handle customers easily. We classify customers on our platform & would like to reflect the same on agent dashboard.

    Can anyone help?

    Currently, we are trying to authenticate visitors which we are yet to figure out how to do it correctly. Can anyone confirm that we are in right direction at least?


  • Grzegorz
    Zendesk Customer Advocate

    Hi Arpit,

    Thanks for reaching out!

    I can see that you also contacted us on Friday and described your question in more detail during the chat that you had with one of the advocates. I'd like to confirm that your request is currently being looked at.

    Our team will follow up with you with further information over the ticket that was created through this chat.

    Please let us know if you have questions in the meantime!


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