Setting up contextual workspaces

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22 Comments

  • Rudolph Beaton
    Zendesk Luminary

    Why limit the number of conditions? This is causing us some headache as we use the 'Form is Not' condition liberally. 

    Please extend the number of conditions to match that of other areas of Zendesk.

    4
  • Michail Rudenko

    Are workspaces real-time features? Will workspaces update and show selected lists of macros/apps for the specific scenarios? Or after agent set the category of ticket for example?

     

    1
  • Bruno Menezes

    Hi,

    How can I select more than one ticket form per workspace?

    I can see on the example screenshot that several forms have been selected, but when I try it doesn't give me the option to select more than one.

    0
  • Hervin
    Zendesk Customer Care
    Hi Bruno,
     
    That's a great question. One good quote from this article is, "Workspaces are for recommendations, not restrictions."
     
    When it comes to setting a ticket form in a contextual workspace, you will only have the option to select the ticket form that agents initially see when using that workspace. There is no option to limit what ticket forms agents see via contextual workspaces. In other words, agents will be able to see all 10 active ticket forms while working on a ticket.
     
    I hope this information helps!
    0
  • Kelsa Henry

    Hi Hervin, 

    Is there any plans in the pipeline to get more governance on restrictions. example - restricting certain forms and brands from being displayed. In as much as triggers auto assign, we see instances where agents change these fields unnecessarily. 

    0
  • Hi

    Just wanted to confirm if contextual workspaces work with proactive tickets?

    When creating a new proactive ticket, there are no conditions present (as the ticket doesn't "exist" until it's submitted), therefore Contextual Workspaces conditions won't fire. Hoping I've understood that correctly.

    I couldn't find any reference to proactive tickets in the documentation.

    Cheers
    Chad =)

    1
  • Tod Brown

    Hi Chad,
     
    This is Tod with the Zendesk Customer Advocacy Team.

    It's been too long! I hope you are doing well!!!!!
     
    Regarding the inquiry about the Proactive Tickets and Contextual Workspaces, I have confirmed that it is not possible to load the details for a Contextual Workspace until the ticket already exists.
     
    This is due to the fact that the Workspaces look at ticket conditions to determine which workspace should qualify.
     
    Let me know if you have any questions.

    Best regards,

    Tod
    1
  • Legend. Thanks so much Tod :)

    0
  • Dave Dyson
    Hi Amy -
     
    Yes, as stated in the above article, you can create up to 500 active workspaces for an account and include up to 10 conditions per workspace. Hope that helps!
    0
  • Damien Messé

    Hello, 

    I have tried to use contextual workspace to help my agents working with macros and boost productivity

    We use hundreds of macros. Some of them are for one product (= one contact form), some of them are for another product.

    I have filtered to display some macros only for a specific product but when I use the macro search all the macros are displayed. The ones from the other products that I don't want to see are displayed on the top... 

    Relevant macros section doesn't work as our agents want to use the search to search a specific macro among hundreds of macro.

    Any tips ?

    I don't find contextual workspace really useful for now...

    Thanks

    1
  • Lisa Kelly
    Zendesk Documentation Team

    Hi Damien
    Have you tried using our macro suggestions feature? See Using suggested macros.  It uses AI to suggest the most-relevant macros for agents.

    0
  • Miki Kanomata

    Hi,

    I have 2 questions below and hope to hear answers from Zendesk team.

    1. Can I add multiple tags in the tags in 1 condition like triggers or automation? (contains at least one if the following) If so, what is the limit? 
    2. Do I still need to click the specific macros even though I specify which tags to add in the details? For example, I add specific tags in the conditions, but still need to manually select the macros. I am not sure why I still need to select applicable macros even though I specific which tags to use. This will be manual work if we have more macros to add later on. 

    Thanks,

    Monika

    0
  • Noly Maron Unson
    Zendesk Customer Care

    Hi Monika,

    To answer your questions

    1. Yes, you can add multiple tags and the limit is not by tags but by the number of characters allowed in the textbox which is 65,536. 

    2. You have the option to select macros that you want to associate with the workspace and the selected ones will be the recommended macros but this does not mean that you are restricted to only using the macros selected, they are merely for recommendation. If you wish not to select any macros then it will simply not provide any macros for recommendation for that specific workspace.

    Hope that helps.

    1
  • Matt Beesley

    Hi there,

     

    I have an Enterprise account and hoping to transition from the default workspace to the contextual agent workspace, can I try it out in the sandbox before going ahead?

     

    0
  • Brett Bowser
    Zendesk Community Manager
    Hey Matt,
     
    Great question! Yes you can test agent workspace in your Sandbox before enabling in your production account. You'll just want to navigate to your sandbox and follow these instructions: Activating and deactivating the Zendesk Agent Workspace
     
    I hope this helps!
    0
  • Kristian Tungland

    I belive the introduction to Contextual Workspaces is a bit misleading. Thinking about what you, Hervin, said in December 23, 2021 - the text in the intro is not correct:

    "With contextual workspaces, agents only see the macros and forms they need for the ticket they’re solving."

    From this I believed that setting a contextual workspace with a selected ticket form, would lead to the agents "only seeing that form", like the text says.

    Sadly, that wasn't the case.

    0
  • Lisa Kelly
    Zendesk Documentation Team

    Hi Kristan

    Just to clarify. When an agent first opens a ticket, they should see the macros and form configured for the ticket they are solving. It doesn't mean they can't select another form or other macros as needed. I agree that the wording might be better. I'll bring this up with our UI team. 

    2
  • Naomi Greenall

    Lisa-Kelly
    You mentioned the agent being able to see other macros as needed. Will this continue to be the macros assigned to their group? I just don't want certain groups having visibility of other groups macros. And I think the wording should also be more clear on this.

    0
  • Lisa Kelly
    Zendesk Documentation Team

    Hi Naomi, 
    Yes, agents only see what they have permission to see. This has not changed. I adjusted the wording a little to make this more obvious. 

    0
  • Sydney Neubauer
    Zendesk Luminary

    I am able to create layouts, but I don't see an option to add a layout to a Contextual workspace

    0
  • Joyce
    Zendesk Customer Care
    Hello Sydney,
     
    Is it the Layout tab that is missing on your Contextual Workspace page?

     
    The Layout tab should be available when creating a new contextual workspace or when editing an existing one. Also, the layout you created will be visible in the Layout dropdown options. 
    0
  • Sydney Neubauer
    Zendesk Luminary

    Joyce yes that option was missing - it is now available - it took a couple of days to show up for us. Thanks!

    0

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