Setting up contextual workspaces

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5 Comments

  • Rudolph Beaton

    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.

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  • 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.

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  • Hervin Centeno
    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!
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  • 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. 

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