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
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.
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.
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.
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.