Documentation resources for the Zendesk Agent Workspace

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10 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 Melvin Asuncion

    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. 

    1
  • 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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