We're excited to introduce the new Agent Workspace — a brand new experience for omnichannel agents. With the new Agent Workspace, agents can provide support across channels including phone, email, chat and social messaging — all in one place. By unifying access to channels, agents benefit from reduced wrap-up time and improved productivity, ultimately offering more efficient and conversational customer experiences. Agent Workspace eliminates the need to context switch, and gives agents convenience and personalization they expect — no matter the channel.
Unify conversations across channels from one place
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One unified conversation: We know your customers expect to be able to receive support on a range of channels and single conversation with customers allows for fast replies and easier follow-ups. The agent workspace puts chat, email, voice, and social messaging all in the same place. For example, a chat conversation can continue over email without interrupting the natural flow between an agent and a customer.
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Know your customer: Pull in everything you know about a customer — including contact information, language, and freeform notes — all through the essentials card. You can also pull in data from third-party apps for an even richer view of each customer.
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Understand previous interactions: Gain visibility into all previous events and conversations with your customers across channels. See where the conversation left off so you can offer relevant support without repetition.
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Reduce wrap up time: Moving from one conversation to the next is easy by managing ticket metadata in one place, for any channel. Update ticket forms and fields across channels, or assign a team member to quickly transfer a conversation. Pull in relevant details by integrating with over hundreds of apps in the Zendesk App Marketplace to have a unified view of the customer issue and offer fast assistance.
Available exclusively to Zendesk Support Suite customers.
Ready to Get Started?
Agent Workspace is an opt-in experience for Support Suite customers. Admins can enable this new experience in your production instance or your sandbox in Support by going to Settings > Agents > Agent Workspace.
For information about using the new Agent Workspace see our documentation in Using the Zendesk Agent Workspace.
16 Comments
Hi,
will this be mandatory at some point of time? Or always need manual active for Suite customers?
Thanks.
Hi Tobias - for the time being it will be opt-in. As we continue to grow and improve the Agent Workspace and its flexibility, we will look toward making it part of the default experience.
Hello Jennifer,
I would like to opt-in for this option to give it a try. I have gone to Settings - Agents and cannot find it in the list. Please let me know what can be done to enable this.
Kind regards,
David
Hi David,
What plan is your company on?
The agent workspace is only available if you're using the Support Suite bundle, so it won't be seen on all accounts.
Hi Gail,
Does the below help?
If the agent workspace is not available for our current plan please let me know what I would need to do to get to the correct plan?
You can contact me via email.
Kind regards,
David
Hi David, The Plus plan is a legacy plan that is different from the Suite. I'm creating a ticket with your account manager to go over options and pricing with you.
That would be great. I do have several other questions so maybe we could arrange a call and go through it and see how we can move forward.
Thank you so much for this.
Kind regards,
David
Hello Gail,
Please let me know once the ticket has been created and a rough estimate when I will be contacted to discuss options.
Thank you.
Kind regards,
David
Hey David,
Gail was able to create a ticket on your behalf and assign it over to your account rep. It looks like they're currently in contact with you to assist further.
Cheers!
Hi,
The New Agent Space's status feature is needed for mobile support app.
Our agents are mostly mobile and would like to receive Social Media tickets assigned to them during their online hours as it is possible on desktop..
Regards,
Hello,
Is there any way - within the new Agent Workspace - to have the reply box at the top of the thread in a ticket (ie above the last interaction) like it used to be rather than at the bottom of the thread. Having to scroll all the way to the bottom / start of a thread and not be able to easily reference the last communication seems a bit counter-intuitive
Agree with David's comment.
Today I got feedback that whenever someone forwards an already existing email conversation thread, you cannot easily understand neither see the last comment since the last email comment will not end up in the bottom. So, therefor it would be the best to have the reply area in the top as in the old mode.
Absolutely agree with Emelie Stjernquist on this one !
it should be top to bottom sorted last update (top) to oldest (bottom)
Just a heads up if you are considering moving to the new agent workspace (especially if you use chat). Please read these two articles thoroughly along with all the articles linked above at: Using the Zendesk Agent Workspace
There are some reasonably big limitations. Features such as: agent initiated proactive chat, agent to agent chat, invite agent to chat (huge one for us) and visitor list are not supported.
Let's hope these are released soon.
Hello Chad Susa,
Thank you. I wished I would have known all of that in June :)
Thanks a lot, I think this will help others!
Agree to David's comment.
Please make it possible to sort comment from newest to oldest with the reply box on the top of the screen.
(or is there a way for individual agent to switch back to old workspace by their choice? i.e. override the global setting)
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