Documentation resources for the Zendesk Agent Workspace

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5 Comments

  • Kevin Miodek
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    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.

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  • Lisa Kelly
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    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.

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  • Comment actions Permalink

    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.

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  • Arpan Nagdeve
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    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?

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  • Comment actions Permalink

    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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