The Zendesk Agent Workspace enables agents to work seamlessly across Zendesk channels, all within a single ticket interface. Agents can use the appropriate channels to address issues, without being restricted to the channel in which the customer originally made contact.
When activated by an administrator, agents can manage Support, Messaging, Chat, and Talk conversations within the same Support ticket. They don’t have to switch between dashboards to view and track customers issues. They have a full, customer-centric view of their work, enabling them to provide faster, better, and more personalized service. If configured, agents can also receive and reply to social messages and web messages.
Watch this video for an overview of the Zendesk Agent Workspace:
This article contains the following topics:
The following is a sample ticket in the workspace.
Key elements of this ticket include:
- Ticket conversations can include Support, Chat, and Talk. Agents can also receive and reply to social messages and web messages.
- Messaging and chat notifications appear at the top of the page.
- Agents can open the Talk console at the top of the page and manage calls from the workspace.
- With omnichannel routing, you can automatically direct agent workload across multiple channels to ensure that the highest-priority tickets are assigned to the agents who are most available to work on them.
- Agents can set their status from a single, unified menu.
Customer context information, including interaction history, appears on the right side. Agents can use the context panel to toggle between customer context and apps.
If your account includes a help center, agents can also use the Knowledge panel to search, link, and quote your help center content in tickets.
If your account has side conversations enabled, agents can also use the context panel to create and manage side conversations on a ticket.
- To be compatible with messaging and chats and provide a more natural conversation flow, ticket comments are arranged from oldest to newest, with the newest comments at the bottom.
- The visitor path shows a list of websites the requester has viewed. The interaction history shows a list of Support events.
Here’s the sample workflow shown in this ticket:
- While working with Support tickets in her queue, Agent Jackie receives a chat notification from her customer Maggie. Maggie wants to know the status of a refund.
- From within the ticket, Jackie replies to Maggie by chat to let her know her refund has been processed. Jackie promises to email Maggie the reference number.
- Instead of keeping Maggie waiting online, Jackie ends the chat and takes a few minutes to look up the reference number for the refund.
- When Jackie finds the reference number, she sends an email reply to Maggie. She includes the refund reference number and details about the refund status.
- If Maggie has questions about the refund, Jackie can use the Talk console in the workspace to call Maggie and explain details.
Jackie likes the workspace because she doesn’t have to swap between her Support tickets, the Chat dashboard, and her office switchboard. She has a clean, unified record of her interactions with Maggie to solve her issue. Jackie can swap seamlessly between channels, picking the best one as appropriate. She uses chats for quick, timely, interactive conversations, relies on email for longer, follow-up communications, and uses phone calls for urgent, sensitive, or complex matters.
Additional capabilities in the workspace include:
Agents can see the customer’s chat status in their Support tickets. See Using ticket tabs to manage conversations.
Agents can serve or end a chat from the ticket.
Agents can set their status for multiple channels from a single, unified status menu.
|Agents can switch to a call and start it directly from within a ticket conversation.|
|Agents can forward, pause, or end calls from the ticket.|
|Agents can use the Talk console to receive and place calls.|
Messaging support in the Zendesk Agent Workspace
Social and web messaging are supported in the Zendesk Agent Workspace. When configured, agents can receive and reply to social and web messages in the Zendesk Agent Workspace. These messages appear as part of a unified conversation within the ticket. For more information, see Receiving and sending messages in the Zendesk Agent Workspace.
Messaging channels for the Zendesk Agent Workspace are configured in Zendesk Admin Center. For more information, see About messaging channels in the Zendesk Agent Workspace.
Just an example of how much more screen space is used for chats in the new agent workspace..Readability is also not great. Do you have plans to optimize UX here?
1. Messages from the same user can be blended together
2. Status updates events can take way smaller space
as Lauren already mentioned above (some months ago): for us there is also one very important thing which is missing in chat: requester's IP address and device/browser details. It is great to still see the visitor path but the device and browser info is often essential for troubleshooting. Changing to dashboard in each chat in ordert to see this information is time consuming and not optimal.
It would be great to integrate this information in User details directly in ticket and chat.
Are there any plans to show this info?
Hello im having problem with a transaction that i did on MHA i bought a pack with hero coins but didnt get anything on exchange
How come emoji's no longer work in View titles in the agent workspace? I have quite a few Zendesk customers who utilize emojis in View names to make views more visually accessible for agents on the fly.
We've since noticed, after upgrading their accounts to the new agent workspace, none of the emoji's no longer display in the view title.
What's the reason this was removed if any? If it wasn't removed, is there a bug happening with emoji's not being visible anymore?
Is there any option to create these facilities in Zendesk Agent Workspace to our own website like, The web widget to customers? If so How to embed the call facilities to our own website for the agents?
In workspace view can I “print ticket”
and have it show ALL communications when printing the ticket externally?
That's not an option natively, but there is a free app that will allow you to print out the ticket history here: Print Ticket History
Hi, we use support and talk mostly, one of the issues we have is when a customer calls us about an existing ticket, it always creates a new ticket which we then merge into the existing one, this is very messy. Could agent workspace improve this functionality?
The Agent Workspace is designed to consolidate all the products in one UI. However, the way Talk tickets are created will still be the same.
Hi, is there a plan to have a config for the place of the editor / ordering of the comments? For us the biggest difference between old and new UI is, that the editor is moved to the bottom and the ordering of the comments has changed. It would be nice to have the new Agent Workspace with the old comment ordering and the editor on top.
Agree with Maik 100%. Further on the user view it would be nice to be able to specify the order of the comments as well with the newest on top.
Great suggestions! I want to make sure our Product Managers get visibility into this feedback so I would recommend cross-posting this in our Support Feedback topic which I've linked for you.
That topic is regularly monitored by our PM's so it's a great place to share your feedback with the right people :)
This Feedback contains a very important issue with the new agent workspace. It has special meaning for those who mainly use Zendesk for Email communication.
Have you tried this recently? The Agent Workspace introduced a change. Now when you open a ticket and click Jump to latest message, the ticket scrolls to the beginning of the last message, not the end. See example below.
Does this help your situation?
Thank you Lisa Kelly for your fast reply. Yes I am aware of this new feature, but it is still not user friendly when I open a ticket with a long (latest) comment because I have to scroll up first and then the new button appears.
It also happens that Zendesk does not recognize that a reply contains all the previous comments and throws them all into the ticket again. I think it happens when the reply comes out of a system (CRM etc.) or is formatted differently. If this happens (we have this all day) you have to scroll a lot until you are on top of the latest comment because all ticket comments are shown (duplicated) within the ticket.
The new agent workspace seems perfect if you chat or answer requests on WhatsApp but working with B to B customers means lots email communication and everyone uses its signatures below content what makes a single email always longer.
Zendesk seems to focus only on the new agent workspace with a mainly B2C communication where chat dominates. B2B email communication doesn't seem to matter to them, this was also communicated to me by support. It's a pity, but if this continues, we will have to look for another system for B2B communication.
Here is the request for more customization ... @all please add your issues to this request page and vote for it https://support.zendesk.com/hc/en-us/community/posts/4408860670106-Customize-Agent-Workspace?page=1#community_comment_4549562128282
We are currently using Support for web + email based ticketing, with no chat functionality. Can the ticketing interface be setup so that the most recent response is at the top? Instead of at the bottom like it seems to be in every screenshot of the Agent Workspace?
This is not configurable. In the Agent Workspace, the most recent response is at the bottom.
Lisa Kelly can you make any forecast regarding such a functionality for those who use Zendesk for email support? And, are there any disadvantages to switching back to the old workspace? Will both workspaces be supported in the future?
I'm sorry to come up with this over and over again, but I get complaints all day since I changed to the new workspace!
I can't comment on any timeframes, but Agent Workspace is the interface of choice for Zendesk going forward.
Please tell me there is a way to get the old view back, this is a really bad update. As others have said before me, the layout is troublesome, for people only using email this is a major step backwards.
The new workspace is also absolute nonsense from a health point of view.
The input window is placed at the bottom, you have to tilt your head down even further when working on a laptop.
This makes it even easier to cause neck problems.
Furthermore, the new view is absolutely useless when a customer sends long messages.
Please give us the choice of where to place the input window and a setting for sorting the messages as soon as possible.
You sell a ticketing system for customer support. Then listen to your customer feedback and don't make mistakes by programming past the customer and forcing your ideas on the customer. You should pay attention to the customers' ideas.
Florian W thanks for sharing your point of view! We already switched back to the old workspace - I'm happy, it was just a click with no side effects!
Kilian, we thought about it too, as there are some more negative points with new workspace.
We're using two WhatsApp Support numbers. Within the old workspace it was possible to assign each number to a different group by different triggers.
With the new workspace it's not possible anymore. That's terrible.
But as we need to implement WeChat we have to use the new agent workspace :-(
Florian W The only way to route such messaging tickets now is to assign those to different brands. But you must have multi-brand enabled.
Anton, thanks for this hint.
But it's also no possibility for us to use multi-brands.
It's a pity that you should now use a lot of workarounds for functions that were working well before the workspace upgrade.
To me the new workspace hase more negative effects than positives (at the moment).
Has anyone experienced the email option not showing up on tickets since the update? I can't get a screen snip because the drop down minimizes. It's not all tickets, just some. Call, chat and internal note are available.
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