Documentation resources for the Zendesk Agent Workspace

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16 Comments

  • Kevin Miodek

    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
    Zendesk Documentation Team

    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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  • Jacob J Christensen
    Community Moderator

    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
    Zendesk Product Manager

    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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  • Jacob J Christensen
    Community Moderator

    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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  • Maurice

    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. 

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  • Nicole S.
    Zendesk Community Team

    Hi Maurice -

    This feature is currently being tested. We don't have an ETA to share, but it will be forthcoming.

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  • Conza

    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. 

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  • Lisa Kelly
    Zendesk Documentation Team

    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.

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  • Panos Karagiannis

    Does the Zendesk agent workspace work with the Chat Conversations API?

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  • Gab
    Zendesk Customer Advocate

    Hi Panos!

    There are certain limitations for Chat in the Agent workspace only when you enable Zendesk Messaging in your admin center.

    If you're using Zendesk Messaging with Agent workspace, this could impact chat bots built with the Chat Conversations API – the Answer Bot may prevent your chat bot from working as intended. You can read more on this here.

    The Zendesk messaging release does not apply any code changes to the Chat Conversations API. When you enable messaging, most CCAPIs will continue to work as expected. CCAPI-based chatbots, however, may be impacted, depending on your messaging configuration.

    Thanks!

     

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  • Josh

    Is there any way to have the new agent workspace size/font smaller? The new workspace just feels giant. I work on a standard macbook pro and it feels like everything is just way bigger and harder to view/see on my screen. Any ideas?

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  • Gab
    Zendesk Customer Advocate

    Hi Josh,

    I'm afraid there's no native option to adjust the font sizes within Zendesk. You may need utilize the options available in your browser or device if there's a need to zoom into the UI.

    Thanks!

    Gab

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  • Josh

    Gab, I understand that. I am asking why the font size was increased. Macbook pro (and the 13/14 inch screen sizes are very common) so my comment was meant for for feedback as to why the font size was increased as it's hard to use the new agent workspace. 

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  • Gab
    Zendesk Customer Advocate

    Hi Josh,

    Yes, I agree that with the new agent workspace, the font sizes appear to be increased with the new layout. There's currently no option in Zendesk or in the new agent workspace to resize the text, and there's nothing specific yet in the roadmap for changing how the new UI looks or adjusting the size of text. But, we appreciate your remark and we'll mark this as feedback. Hopefully, this will be taken into consideration along with other similar requests from other users when the team goes through product planning.

    Thanks!

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  • Panos Karagiannis

    Hi Gab regarding my previous question around the CCAPI + Agent workspace, I think that unfortunately there is another limitation we just stumbled upon:

    Zendesk Chat Departments become Groups in Zendesk Agent Workspace.

    This means that when using the CCAPI the Chat Department (id, name etc) is always returned empty. Hence when we need to transfer a conversation to a specific Department it becomes impossible. 

    Is there any way we can circumvent this issue?

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