Introducing the New Agent Workspace

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16 Comments

  • Tobias Hermanns

    Hi,

     

    will this be mandatory at some point of time? Or always need manual active for Suite customers?

     

    Thanks.

    0
  • Jennifer Vargas
    Zendesk Product Manager

    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.

    0
  • David Louw

    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

    0
  • Gail L
    Zendesk Community Team

    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. 

    0
  • David Louw

    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

    0
  • Gail L
    Zendesk Community Team

    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.

    0
  • David Louw

    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

    0
  • David Louw

    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

    0
  • Brett Bowser
    Zendesk Community Team

    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!

    0
  • Ali Demir

    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, 

    0
  • David Cochrane

    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

    2
  • Emelie Stjernquist

    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.

    3
  • Sagi M. Welzman

    Absolutely agree with Emelie Stjernquist on this one ! 

    it should be top to bottom sorted last update (top) to oldest (bottom) 

    0
  • Chad Susa

    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

    1. Using the Chat dashboard with the Zendesk Agent Workspace
    2. Serving chats in 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.

    1
  • Emelie Stjernquist

    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!

    0
  • Ryan Nguyen

    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)

    1

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