Documentation resources for the basic features
For agents
- About the Zendesk Agent Workspace
- Serving chats in the Zendesk Agent Workspace
- Receiving and placing calls in the Zendesk Agent Workspace
- Managing unified conversations in the Zendesk Agent Workspace
- Composing messages in the Zendesk Agent Workspace
- Sharing chats with other agents
- Working with authenticated Chat visitors
- Viewing customer context
- Using ticket tabs to manage conversations
- Working with Chat tags in the Zendesk Agent Workspace
- Translating conversations in the Zendesk Agent Workspace
- Using the context panel in the Zendesk Agent Workspace (EAP)
- Redacting ticket content in the Zendesk Agent Workspace
- Limitations
For administrators
- Getting started for administrators in the Zendesk Agent Workspace
- Resources for migrating to the Zendesk Agent Workspace
- Migrating to the Zendesk Agent Workspace
- Enabling and disabling the Zendesk Agent Workspace
- Using the Chat dashboard with the Zendesk Agent Workspace
- Managing groups of agents in the Zendesk Agent Workspace
- Enabling secure chat attachments in the Zendesk Agent Workspace
Training and community resources
Documentation resources for messaging
For agents
- Messaging support in the Zendesk Agent Workspace
- Agent Workspace for Zendesk Messaging
- Receiving and sending messages in the Zendesk Agent Workspace
- Using the notifications list to manage conversations
For administrators
- About messaging channels for the Zendesk Agent Workspace
- Zendesk messaging
- Adding Facebook Messenger channels to the Zendesk Agent Workspace
- Adding Twitter DM channels to the Zendesk Agent Workspace
- Adding WhatsApp channels to the Zendesk Agent Workspace
- Adding WeChat channels to the Zendesk Agent Workspace
- Adding LINE channels to the Zendesk Agent Workspace
- Adding Sunshine Conversations channels to the Zendesk Agent Workspace
- Sending automatic responses to social messages
- Messaging reporting in the Zendesk Agent Workspace
- Migrating social messaging channels to the Zendesk Agent Workspace (Facebook Messenger, Twitter DM)
- Migrating social messaging channels to the Zendesk Agent Workspace (WhatsApp, LINE, WeChat)
10 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.
When you switch from Zendesk Chat to the Agent Workspace Suite, Conversations doesn't have Google Translate to support users of different languages. When is this going to be available? This is a critical feature missing under the agent workspace suite.
Hi Maurice -
This feature is currently being tested. We don't have an ETA to share, but it will be forthcoming.
When you switch, it goes from the support tickets - new comments etc. are added at the TOP of the ticket. Now it is at the BOTTOM of the ticket. It's completely reversed.
Is there a way to adjust this? So new comments/notes are added to the TOP of the ticket? And scrolling down, see's previous comments etc? As it has always been in Zendesk Support.
Hi Conza
Unfortunately, you can't configure the order of new comments in tickets. In the agent workspace, to be compatible with chats and social messages and provide a more-natural conversation flow, ticket comments are arranged from oldest to newest, with the newest comments at the bottom.
Does the Zendesk agent workspace work with the Chat Conversations API?
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