About the Zendesk Agent Workspace

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  • Anton M.

    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

  • Sylwia Bischof

    Hi , 

    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? 



  • Giorgos Antonakos

    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

  • Amie Brennan

    Hey @...

    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? 



  • Bilal Riaz

    my job


    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?

  • Dave Dyson
    Hi Kymber, 
    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
  • Adrian Bishop

    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?

  • Dane
    Zendesk Engineering
    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. 
  • Maik Künnemann

    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.

  • Stan Kutzko

    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.

  • Brett Bowser
    Zendesk Community Manager
    Hey Maik and Stan,

    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 :) 

  • Kilian

    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.

    The new interface is troublesome if the customer has typed a long email, or has a long signature. The workspace shows the end of the last message, it should show the start of it. Now we have to scroll up on these cases to see the message.

  • Lisa Kelly
    Zendesk Documentation Team

    Hi Killian
    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?

  • Kilian

    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.

  • Maik Künnemann

    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.

  • Maik Künnemann

    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

  • Sam Donovan

    Hi team, 
    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?

    Thank you,

  • Lisa Kelly
    Zendesk Documentation Team

    Hi Sam
    This is not configurable. In the Agent Workspace, the most recent response is at the bottom. 

  • Kilian

    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!

  • Lisa Kelly
    Zendesk Documentation Team

    Hi Kilian,
    I can't comment on any timeframes, but Agent Workspace is the interface of choice for Zendesk going forward. 

  • MuZza C

    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.

  • Florian

    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.

  • Kilian

    Florian 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!

  • Florian

    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 :-(

  • AntonMi

    Florian The only way to route such messaging tickets now is to assign those to different brands. But you must have multi-brand enabled.
    this issue have been fixed, now you can use the channel name in triggers

  • Florian

    AntonMi, 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).

  • Eric Witman

    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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