Documentation resources include:
For agents
- About the Zendesk Agent Workspace
- Serving chats in the Zendesk Agent Workspace
- Managing unified conversations in the Zendesk Agent Workspace
- Receiving and placing calls in the Zendesk Agent Workspace
- Sharing chats with other agents
- Working with authenticated Chat visitors
- Viewing customer context
- Limitations
For administrators
5 Comments
Hello Lisa Kelly,
Do you also have documentations on agent workspace for engineers? When we've tested it a long time ago our engineers noticed that there were a few changes in the background on how chats are handled in our apps with customers.
Hi Kevin,
Support apps have some limitations during chats. See the Ticket editor API . Some apps will not be able to add content in chats.
When Departments are mapped/converted to groups, will any settings or commands referencing Departments in the widget code need to be updated?
I don't see this mentioned anywhere and want to make sure I don't break anything when flipping the switch to Agent Workspace.
Hi Jacob,
There is no change required on department settings or widget side when migrating departments to groups. I also, wanted to cross-check whether you have done any custom implementation on the widget side?
Hi Arpan,
Thanks for the confirmation. We flipped the switch a while back and no one got hurt 😀
We do have some custom widget configuration, but enabling Agent Workspace doesn't seem to have impacted what it does.
I'm really looking forward to Agent Workspace maturing, it's off to a really promising start.
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