Documentation resources for the basic features
For agents
- About the Zendesk Agent Workspace
- Quick reference: Before and after activating the Agent Workspace
- Serving chats in the Zendesk Agent Workspace
- Receiving and placing calls in the Zendesk Agent Workspace
- Managing unified conversations in the Zendesk Agent Workspace
- Composing messages in the Zendesk Agent Workspace
- Writing drafts of public replies in tickets
- Sharing chats with other agents
- Working with authenticated Chat visitors
- Viewing customer context
- Using ticket tabs to manage conversations
- Working with Chat tags in the Zendesk Agent Workspace
- Translating conversations in the Zendesk Agent Workspace
- Using the context panel in the Zendesk Agent Workspace
- Resizing the ticket properties panel
- Redacting ticket content
- Searching, linking, and quoting content in tickets
- Flagging articles in Knowledge
- Managing app shortcuts
- Using Agent Home to to manage your work efficiently
- Limitations
For administrators
- Optimizing the Zendesk Agent Workspace
- Resource recommendations for the Zendesk Agent Workspace
- Evaluating your account for upgrading to the Zendesk Agent Workspace
- Resources for upgrading to the Zendesk Agent Workspace
- Migrating to the Zendesk Agent Workspace
- Activating and deactivating the Zendesk Agent Workspace
- Using the Chat dashboard with the Zendesk Agent Workspace
- Managing groups of agents in the Zendesk Agent Workspace
- Enabling secure chat attachments in the Zendesk Agent Workspace
- Configuring the context panel in the Zendesk Agent Workspace
- Enabling focus mode for voice and chat in the Zendesk Agent Workspace
- Assessing my apps for migration to the Zendesk Agent Workspace
- About omnichannel routing with unified agent status
- Activating custom ticket statuses
- About custom layouts
- Resources for using custom layouts
- Managing shared app shortcuts
- Using AI to summarize and enhance ticket comments
- Configuring the essentials card
- Understanding custom objects
- Configuring the conversation flow and composer location in tickets
- Best practices for getting the most out of Agent Home
- Support recipe: Creating a view to replicate the legacy agent dashboard
- Support recipe: Creating a view to show CSAT ratings without the legacy agent dashboard
Training and community resources
- Take a tour
- Upgrading to Agent Workspace (for admins)
- Upgrading to Agent Workspace (for agents)
- Join the community
Documentation resources for messaging
For agents
- Messaging support in the Zendesk Agent Workspace
- Agent Workspace for Zendesk Messaging
- Receiving and sending messages in the Zendesk Agent Workspace
- Using the notifications list to manage conversations
- Automatically accepting conversations in Agent Workspace
- Collaborating on messaging conversations
For administrators
- About messaging channels for the Zendesk Agent Workspace
- Zendesk messaging
- Turning on auto-accept functionality
- Adding Facebook Messenger channels to the Zendesk Agent Workspace
- Adding X Corp DM channels to the Zendesk Agent Workspace
- Adding WhatsApp channels to the Zendesk Agent Workspace
- Adding WeChat channels to the Zendesk Agent Workspace
- Adding LINE channels to the Zendesk Agent Workspace
- Adding Sunshine Conversations channels to the Zendesk Agent Workspace
- Sending automatic responses to social messages
- Messaging reporting in the Zendesk Agent Workspace
- Migrating social messaging channels to the Zendesk Agent Workspace (Facebook Messenger, X Corp DM)
- Migrating social messaging channels to the Zendesk Agent Workspace (WhatsApp, LINE, WeChat)